Vice President of Customer Success Leadership

4 weeks ago

Los Angeles, California, United States Accelerate HC Full time
About the Company and Job

Accelerate HC is a fast-paced, high-growth start-up dedicated to revolutionizing the $300B+ industry through an innovative all-in-one SaaS platform. Leveraging cutting-edge technology, they're transforming Commercial Specialty Contractors from manual processes to cloud-based, data-driven operations.

Their leadership team boasts deep experience in both the Construction and SaaS technology industries, as well as impressive resumes featuring top-tier institutions like Stanford, Harvard, Wharton, Cornell, Microsoft, Salesforce, and multiple successful start-up exits.

Accelerate HC has been experiencing triple-digit growth while raising nearly $150 million in total funding (most recent round in April). Top-tier investors like Founders Fund, Siemens, 01 Advisors, and more have backed the company. Additionally, Dick Costolo, former CEO of Twitter, joined their board, adding to an impressive group of investors/advisors including former President of Salesforce, Gavin Patterson; CAA founder Michael Ovitz; NFL legend Joe Montana; former heavyweight champion Mike Tyson, and Boost Mobile CEO Stephen Stokols.

Job Summary

As the Vice President of Customer Success, you will lead and transform Accelerate HC's most critical customer-focused organizations. The successful candidate will be responsible for creating and implementing plans to deliver exceptional customer experiences, optimize customer satisfaction, and increase customer retention and loyalty.

You will be expected to meet KPIs metrics aligned with the company's goals and values. This leader of Customer Success will drive the development and execution of world-class support services and customer success programs, all while focusing on customer retention and adoption, ensuring long-term customer satisfaction and growth.

Key Responsibilities
  • Customer Success Strategy: Develop a comprehensive customer success strategy aligned with Accelerate HC's mission and values. Implement customer retention strategies to optimize retention and increase customer loyalty.
  • Customer Engagement: Build strong relationships with key customer executives, attend QBRs when appropriate to ensure customers are getting maximum value from their products, and provide leadership/oversight to the team when critical situations do not get resolved seamlessly.
  • Leadership and Team Management: Lead and inspire a high-performing team responsible for customer success and support. Foster a collaborative and results-driven culture within the team and across Accelerate HC departments.
  • Customer Success Management: Drive customer success initiatives to proactively engage with clients, understand their needs, and ensure they derive maximum value from their solutions. Encourage CSMs to work closely with Account Executives to identify upsell and cross-sell opportunities.
  • Customer Support Excellence: Establish and maintain best-in-class customer support processes and methodologies. Ensure timely and effective resolution of customer issues while maintaining high levels of customer satisfaction.
  • Customer Feedback and Insights: Implement mechanisms for gathering customer feedback and insights. Analyze customer data to identify trends, pain points, and opportunities for improvement.
  • Customer Success Metrics: Establish key performance indicators (KPIs) and metrics to measure customer experience effectiveness. Develop and implement scalable processes to monitor and improve customer health scores. Regularly report on performance to the executive team.
  • Advocacy: Collaborate closely with product development and marketing teams to incorporate customer feedback into product enhancements and optimize marketing messaging. Develop customer advocacy programs to leverage satisfied customers as references and case studies.
Requirements
  • 10+ years of experience in customer management, with demonstrated success in delivering best-in-class SaaS customer experience
  • 8+ years of experience post-sale management or Operational Workflow and/or ERP systems, with knowledge of basic accounting concepts
  • Experience with reporting and analytics, and familiarity with business intelligence tools
  • Knowledge of mobile technology (iOS, Android, etc.)
  • Proven experience managing and mentoring teams of Customer Success & Support teams
  • Strong analytical and problem-solving skills, with the ability to use data to inform decisions
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
  • Strong leadership skills, with a focus on driving results and achieving goals
  • Bachelor's degree in Business, Computer Science, or a related field (Master's degree preferred)
  • Minimum of 7 years of experience in customer experience leadership roles within the SaaS technology industry, particularly in construction-related SaaS companies
  • Proven track record of transforming Customer Success strategies and achieving measurable results
  • Excellent leadership, coaching, and team-building skills
  • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
  • Exceptional communication and presentation skills
  • Customer-focused mindset with a passion for understanding customer needs and delivering exceptional experiences
  • Ability to work in a fast-paced, dynamic startup environment and adapt to changing circumstances
What We Offer
  • Competitive salary and stock options
  • A comprehensive benefits package
  • Flexible paid time off
  • Flexible and hybrid work schedules (this particular role can be 100% remote)
  • Company events and team-building activities, both in-person and virtual
  • Talented and motivated team members who care deeply about one another
  • The chance to get in on the ground floor and build something truly groundbreaking for themselves and their amazing customers

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