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Head of Customer Success Operations

2 months ago

Philadelphia, Pennsylvania, United States PhillyTech Full time
Job Overview

PhillyTech is a rapidly expanding SaaS company that has developed an innovative platform for managing content creators, enabling brands to enhance communication, minimize administrative overhead, and effectively monitor campaign outcomes.

This is a remarkable opportunity to become part of a dedicated team recognized for excellence, having received accolades such as Best Management Team in the Region and secured investments from seasoned executives with backgrounds in leading tech companies.

Role Summary

The Vice President of Customer Success will spearhead a dynamic Customer Success team. Your strategic vision and leadership will be pivotal in enhancing customer satisfaction, loyalty, and growth. The ideal candidate will possess extensive experience in customer success within the software sector and a genuine commitment to empowering customers in reaching their objectives.

Key Responsibilities:
  • Team Leadership: Guide, mentor, and empower a team of Customer Success Managers, cultivating a culture of excellence and ongoing development.
  • Strategic Planning: Implement a comprehensive customer success strategy that aligns with corporate objectives to boost adoption, retention, and growth.
  • Process Optimization: Continuously enhance and refine processes based on customer insights and data analytics.
  • Client Relationship Management: Serve as a trusted advisor to key clients, ensuring their strategic goals are achieved through proactive account management and planning.
  • Cross-Department Collaboration: Collaborate closely with Sales, Product, and Marketing teams to drive customer success initiatives, advocate for client needs, and ensure alignment on product improvements and feature requests.
  • Performance Metrics: Define and monitor key performance indicators (KPIs) such as customer satisfaction, retention rates, upsell/cross-sell opportunities, and customer lifetime value. Provide regular insights and reports to the leadership team.
  • Customer Advocacy: Systematically gather customer feedback, champion customer interests internally, and lead initiatives to enhance the overall customer experience.
  • Customer-Centric Culture: Promote a culture of customer focus, continuous improvement, and teamwork within the Customer Success team and across the organization.
Qualifications:
  • 6-10+ years of experience in Customer Success, Account Management, or a related field within the SaaS industry.
  • Demonstrated experience in leading and developing high-performing teams.
  • Proven ability in hiring, coaching, and nurturing team members.
  • Strong analytical and strategic thinking capabilities.
  • Exceptional communication and interpersonal skills.
  • Ability to cultivate and maintain robust relationships with clients and internal stakeholders.
  • Familiarity with customer success tools and platforms (e.g., Vitally, Salesforce, Gainsight, Zendesk).
  • Enthusiastic about working in a startup environment; adaptable to evolving priorities in a fast-paced, high-growth setting.
  • Bachelor's degree in Business, Marketing, or a related discipline.
  • Experience with Vitally is a significant advantage.
Additional Information

At SaaS Talent, we are more than just a recruiting firm. We are your partner in hiring, business development, and growth, with over 25 years of experience in the SaaS and Tech sectors, assisting startups in scaling and transforming their operations. We have collaborated with over 100 companies to help them achieve their talent acquisition and business development objectives.