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Vice President of Customer Success
2 months ago
PhillyTech, LLC is an innovative SaaS company that has developed a platform for managing content creators, aimed at enhancing communication between brands and their creators, minimizing administrative expenses, and effectively monitoring campaign outcomes.
This role presents a unique opportunity to become part of a dynamic team recognized for excellence in management and supported by seasoned professionals from leading tech companies.
Position Overview
The Vice President of Customer Success will spearhead a high-achieving 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: Inspire, mentor, and guide a team of Customer Success Managers, cultivating a culture of excellence and ongoing development.
- Strategic Planning: Implement a thorough customer success strategy that aligns with organizational objectives to boost adoption, retention, and growth.
- Process Optimization: Regularly enhance and refine processes based on customer insights and analytical data.
- Client Relationship Management: Serve as a trusted advisor to key clients, ensuring their strategic goals are achieved through proactive management and planning.
- Collaborative Efforts: Work closely with Sales, Product, and Marketing teams to advance customer success initiatives, advocate for client needs, and ensure alignment on product improvements and feature requests.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) such as customer satisfaction, retention rates, upsell/cross-sell opportunities, and customer lifetime value. Provide regular updates and insights to the executive team.
- Customer Advocacy: Systematically collect customer feedback, champion customer interests internally, and drive 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.
- 6-10+ years of experience in Customer Success, Account Management, or a similar role within the SaaS industry.
- Demonstrated experience in leading and nurturing high-performing teams.
- Proven track record in recruiting, coaching, and developing team members.
- Strong analytical and strategic thinking capabilities.
- Exceptional communication and interpersonal skills.
- Adept at building and maintaining 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 shifting 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.
PhillyTech, LLC is committed to fostering growth and innovation in the SaaS and Tech sectors, partnering with companies to achieve their talent acquisition and business development objectives.
