Senior Vice President of Client Success

2 weeks ago

Richmond, Virginia, United States Tricentis GmbH Full time

Position Overview:
The Senior Vice President of Client Success is a seasoned leader in Customer Success, tasked with delivering a strategic vision and innovative methodologies to spearhead essential customer success initiatives at Tricentis.

Reporting Structure:
This role reports directly to the Chief Customer Officer and is a vital member of the executive staff. The Senior Vice President of Client Success is instrumental in enhancing product adoption, ensuring value realization, driving business transformation, and expanding revenue by fostering customer engagement, success, retention, and growth.

Ideal Candidate:
The ideal candidate possesses a proactive mindset, is enthusiastic about rapid global scaling, and excels in a high-integrity, fast-paced, transparent, and values-driven leadership environment that promotes both customer and organizational success.

Core Responsibilities:
1. Lead, develop, and mentor the Customer Success teams by establishing strategic priorities and focusing on Objectives and Key Results (OKRs/KPIs).
2. Hire, onboard, train, and cultivate a world-class team, ensuring alignment with organizational goals.
3. Define and implement capacity models across the organization, paying special attention to customer count and Annual Recurring Revenue (ARR) per Customer Success Manager (CSM) in relation to segments and regions.
4. Enhance customer lifetime value by mapping the customer journey and deploying initiatives to drive adoption and business value.
5. Establish listening posts throughout the customer journey and identify intervention points as necessary.
6. Collaborate across teams to introduce new capabilities and use-cases, driving customer goal achievement and growth opportunities.
7. Advocate for the customer’s voice, influencing internal stakeholders to promote a customer-centric culture throughout the organization.
8. Architect the customer success organization and engagement model to support revenue objectives, particularly retention and expansion.
9. Develop and implement a bonus compensation structure that incentivizes retention and expansion.
10. Work closely with sales and post-sales teams to engage with leaders at prospective and existing customers, defining goals that leverage Tricentis products and services.

Customer Escalation Management:
Coordinate and lead customer escalation efforts, personally managing key escalations and recovery plans.

Customer Health Program:
Enhance the customer health program through a data-driven approach, facilitating predictive health monitoring, boosting customer growth, and minimizing churn.

Innovative Strategies:
Create strategic approaches to account coverage and engagement models, integrating AI and other leading market strategies.

Cost Management:
Partner with finance to ensure effective cost management.

Candidate Requirements:
- Minimum of ten years of experience in Customer Success or Post Sales.
- Bachelor’s degree or equivalent experience.
- Proven track record in a high-growth software company with ARR exceeding $250M, navigating through the $500M milestone.
- Familiarity with tools such as Gainsight, Medallia, Salesforce, ServiceNow, PSA tools, Asana, etc.
- A genuine customer-first mindset, prioritizing customer needs in all actions.
- Experience in building and managing large Customer Success teams (100+ employees) in dynamic environments.
- Ability to act swiftly and adapt, knowing when to seek advice and when to proceed independently.
- Strong strategic vision for the Customer Success organization.

Key Measures of Success:
- Reduce customer and revenue churn, reflected in increasing renewal rates (Gross Revenue Retention, Net Revenue Retention).
- Enhance product adoption and drive account expansion through ongoing value realization.
- Improve customer health scores and grow Net Promoter Score (NPS) and account referenceability.
- Increase CSM coverage and impact over time, aiming for a Customer Lifetime Value that is three times the Customer Acquisition Cost.

Tricentis Core Values:
- Demonstrate Self-Awareness: Own your strengths and limitations.
- Finish What We Start: Deliver on commitments.
- Move Fast: Foster momentum and efficiency.
- Run Towards Change: Challenge the status quo.
- Serve Our Customers & Communities: Ensure positive experiences with every interaction.
- Solve Problems Together: Collaborate as one team.
- Think Big & Believe: Set ambitious goals and believe in achieving them.

Why Tricentis?
- Competitive salary with performance-based bonuses.
- Supportive leadership team committed to engagement.
- Opportunities for career advancement and personal development.
- Comprehensive benefits package including 401(k) plan.
- Hybrid work environment promoting flexibility.
- Commitment to diversity and inclusion, valuing diverse perspectives and ensuring every voice is heard.

Tricentis is proud to be an equal opportunity employer, ensuring that qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

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