VP of Customer Success
2 months ago
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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