Vice President of Customer Success

2 days ago

Austin, Texas, United States ActiveProspect Full time
Job Title: Vice President of Customer Success

ActiveProspect is seeking an experienced Vice President of Customer Success to lead our customer success team and drive customer outcomes. As a key member of our executive team, you will be responsible for developing and executing a comprehensive customer success strategy that aligns with our company goals and objectives.

Key Responsibilities:
  • Develop and execute a customer success strategy that drives customer satisfaction, retention, and growth.
  • Lead and mentor a high-performing customer success team, fostering a customer-centric culture.
  • Collaborate with executive leadership to define and measure key performance indicators (KPIs) for customer success.
  • Build and maintain strong relationships with key clients, acting as a trusted advisor and advocate for their needs.
  • Oversee the onboarding process for new customers, ensuring a smooth and effective transition.
  • Implement strategies to enhance customer engagement, satisfaction, and loyalty.
  • Drive operational efficiencies within the customer success department through process improvements and technology utilization.
  • Monitor and analyze customer feedback and metrics to identify areas for improvement and implement corrective actions.
  • Ensure the customer success team provides timely and effective support, addressing customer issues and escalations promptly.
  • Work closely with the sales, product, and marketing teams to align efforts and drive customer success initiatives.
  • Provide regular updates and insights to the executive team on customer success metrics, achievements, and challenges.
  • Represent the voice of the customer within the organization, advocating for product enhancements and new features based on customer feedback.
  • Develop and implement strategies to drive customer retention and reduce churn rates.
  • Focus on maximizing Net Revenue Retention (NRR) through proactive customer engagement, upselling, and cross-selling initiatives.
  • Track and report on customer success metrics, including renewal rates, net promoter scores (NPS), customer satisfaction scores (CSAT), and NRR.
  • Analyze data to understand customer health, predict churn risk, and develop targeted interventions to retain customers.
Requirements:
  • Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
  • 10+ years of experience leading global teams in customer-facing capacity (Account Management, Customer Success, or related roles within the SaaS industry).
  • Proven Executive-level experience in an enterprise B2B customer success role with a fast-paced SaaS organization. SaaS experience required.
  • Experience scaling organizations to $60M+ ARR in a global setting.
  • Success in hiring, developing, and coaching both individual contributors and managers.
  • Experience with SFDC and Gainsight preferred.
  • Experience in Lead Generation preferred.
  • Demonstrated ability to think strategically and execute tactically.
  • Strong problem-solving skills and a customer-focused mindset.
  • Strong analytical skills with the ability to leverage data to drive decision-making.
What We Offer:
  • A financially stable company, with the freedom and opportunities of a startup culture.
  • Flexible work schedule.
  • Flexible vacation time.
  • A remote-friendly culture with monthly virtual happy hours and team-building events.
  • Retirement plan matching up to 3% of your salary.
  • Health, dental, vision, disability, and life insurance.

ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

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