Chief Customer Experience Officer

7 days ago


San Francisco, California, United States Artisan Full time
About the Role

We are seeking a highly experienced VP of Customer Success to lead our customer success team in San Francisco, CA. The ideal candidate will have a proven track record of scaling CS teams and driving customer satisfaction.

The successful candidate will be responsible for overseeing customer retention, account management, sales, and enhancing customer experience on a daily basis. This includes managing and expanding our CS team (currently consisting of 3 people) and implementing scalable processes.

Responsibilities:

  • Scale our CS org to 100s of people over the next few years.
  • Own the Onboarding, Success, Support & AM functions.
  • Own and evolve the CS org structure to deal with the extremely complex product framework that will evolve as we become multi-product.
  • Own CS KPIs across all product categories, including NPS, NDR, Churn, CSAT & TTV.
  • Work with Sales to evolve our ICP, optimizing for user success.
  • Ensure ongoing L&D for the CS org.
  • Build scalable and automated processes to maximize the value of rep time.
  • Work with Product to automate onboarding, new feature adoption and other CS functions where possible.
  • Own the development of Artisan University, a media library teaching our users how to maximize the value they get out of Artisan.


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