Senior Vice President of Customer Engagement

2 weeks ago

Walnut Creek, California, United States ASG Full time
COMPANY OVERVIEW

ASG is a distinctive collective of leading SaaS enterprises, catering to diverse sectors such as behavioral health, transportation, and childcare. ASG is committed to harnessing the potential of individuals and data to foster exceptional organizations, believing that the exchange of knowledge, expertise, and resources within its network of businesses fuels remarkable growth. Since its establishment in August 2016, ASG has successfully acquired over 50 companies. Backed by Alpine Investors, we are guided by top-tier PeopleFirstTM leaders. Founders of prominent SaaS firms continue to rely on ASG to enhance their operations and solidify their legacies for the future. To learn more, visit

POSITION SUMMARY

The Vice President of Customer Success will be instrumental in collaborating with ASG OpCos to stimulate revenue growth through onboarding, adoption, and expansion strategies.

As a member of the ASG HoldCo team, you will contribute to the Growth team and report directly to the Chief Strategy Officer. In this capacity, your responsibilities will include:
  • Executing a systematic approach for engaging OpCos, typically through 60-90 day initiatives.
  • Maintaining a comprehensive catalog of defined services you can provide, along with anticipated outcomes.
  • Quickly conducting assessments for each engagement, concentrating on the most significant areas of opportunity.
  • Collaborating closely with operators to implement necessary actions. Be prepared to take a hands-on approach.
  • Tracking KPIs and transitioning responsibilities to skilled operators to prevent regression.
WHAT YOU WILL ENJOY ABOUT THIS ROLE:
  • Utilizing your practical operating experience while adopting a consultative methodology. You will engage directly with senior CX/CS leaders at OpCos to:
  • Design and execute comprehensive onboarding programs that enable customers to realize initial value. You will help establish best-in-class processes, including handoffs, kickoff meetings, and joint impact plans.
  • Formulate and implement strategies to ensure effective product adoption, thereby enhancing renewal rates. You will assist in establishing usage monitoring, account health assessments, and business reviews.
  • Identify and pursue opportunities for upselling and cross-selling to current customers to increase expansion revenue. You will help create processes for whitespace planning, account strategizing, and expansion execution.
  • Advance CX functional maturity by instituting minimum viable practices for personnel, processes, and systems, while also supporting CX recruitment within the portfolio.
  • Manage relationships with CX leaders across the portfolio, providing coaching and career development aligned with our PeopleFirstTM philosophy.
WE VALUE YOU BECAUSE:
  • You possess demonstrated expertise in customer success management, particularly in SaaS environments.
  • You have a solid grasp of onboarding, adoption, and expansion methodologies.
  • You excel in teaching and mentoring others.
  • You exhibit a proactive, solution-oriented mindset with a determination to overcome challenges.
  • Your verbal and written communication skills are exceptional.
  • You have high emotional intelligence and excel in fostering strong relationships.
  • Your analytical, strategic, and problem-solving capabilities are robust.
  • You are passionate about software and committed to building lasting businesses.
  • You resonate with our Core Values: "Will to win and win with love," "Live full lives," "Candor means we care," "Think big, then think bigger," "Entrepreneurs at heart," "Data insights drive action."
  • You thrive in a dynamic, growing, fast-paced, and results-driven environment.
ADDITIONAL INFORMATION:
  • COMPENSATION RANGE: The target salary range for this position is ($210,000-240,000), which is part of a competitive total rewards package that includes an annual bonus, employer-paid benefits, a learning and development stipend, and incentive pay for eligible roles. Individual compensation may vary from the target range and is determined by various factors, including experience, location, internal pay equity, and other relevant business considerations. We conduct annual reviews of all employee compensation programs to ensure competitive and equitable pay.

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