VP of Customer Success

2 months ago


San Francisco, California, United States Akia Services Full time

About the Role:

Akia Services is a venture-backed startup revolutionizing the guest journey with AI-powered solutions. As the VP of Customer Success, you will play a pivotal role in building and operationalizing the organization to drive post-sales success for our customers.

Key Responsibilities:

  • Build and Lead a High-Performing Customer Success Organization: Attract and retain top talent, define new processes, and collaborate with internal teams to drive continuous growth and improvement.
  • Coach and Mentor Customer Success Managers: Develop high-performing individual contributors and drive customer health, retention, and expansion opportunities.
  • Define and Own the Post-Sales Customer Experience: Implement, support, churn prevention, and account expansion strategies that meet customer business needs.
  • Work with Operations to Define and Measure Organizational Impact: Develop and track key performance indicators to drive business growth and customer satisfaction.
  • Understand Customer Needs and Drive Results: Promote trust, adoption, and best practices among customers, and partner with sales, product, and engineering teams to increase revenue and enhance products.

Requirements:

  • 10+ Years of Experience in Customer Success Leadership: Proven track record in fast-growing SaaS companies, with a focus on building customer success organizations for scale and growth.
  • Full-Time Work in Office (San Francisco): Experience working in a fast-paced, dynamic environment with a focus on customer success.
  • Process-Oriented with a Focus on Efficiency: Develop and implement operational rigor and consistency, with a focus on creating efficiency through automations and toolings.

Perks:

  • Paid Time Off
  • Health, Dental, Vision, Life Benefits
  • 401k Matching
  • Commuter Benefits


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