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Senior Vice President of Customer Engagement

2 months ago

Walnut Creek, California, United States ASG Full time
COMPANY OVERVIEW

ASG is a distinctive collective of leading SaaS enterprises, catering to diverse sectors including behavioral health, transportation, and childcare. ASG is committed to harnessing the potential of individuals and data to foster exceptional organizations, believing that the exchange of knowledge, expertise, and resources within its network of businesses fuels remarkable growth. Since its establishment in August 2016, ASG has successfully acquired over 50 companies. Backed by Alpine Investors, we are led by exceptional PeopleFirstTM leaders. Founders of prominent SaaS firms continue to place their trust in ASG to enhance their businesses and cultivate even more robust legacies for the future. To discover more, visit our website.

ROLE SUMMARY

The Vice President of Customer Success is pivotal in collaborating with ASG Operating Companies (OpCos) to stimulate revenue growth through onboarding, adoption, and expansion strategies.

As a member of the ASG HoldCo team, you will be part of the Growth team and report directly to the Chief Strategy Officer. In this capacity, your responsibilities will include:
  • Executing a systematic approach for engaging OpCos, typically through 60-90 day projects.
  • Maintaining a comprehensive catalog of defined services with anticipated outcomes.
  • Quickly conducting assessments for each engagement, focusing on the most significant opportunities.
  • Actively collaborating with operators to implement necessary actions.
  • Tracking KPIs and transitioning responsibilities to skilled operators to prevent regression.
WHAT YOU WILL ENJOY ABOUT THIS ROLE:
  • Utilizing your hands-on operational experience while adopting a consultative approach. You will engage directly with senior CX/CS leaders at OpCos to:
  • Design and execute thorough onboarding programs that enable customers to realize initial value. You will help establish best-in-class processes, including handoffs, kickoff meetings, and joint impact plans.
  • Develop and implement strategies to ensure effective product adoption, thereby enhancing renewal rates. You will assist in implementing usage monitoring, account health assessments, and business reviews.
  • Identify and pursue opportunities for upselling and cross-selling to existing customers to drive expansion revenue. You will help create processes for whitespace planning, account strategy, and expansion execution.
  • Advance CX functional maturity by establishing essential practices for personnel, processes, and systems, while also supporting CX recruitment within the portfolio.
  • Manage relationships with CX leaders across the portfolio, providing coaching and career development aligned with our PeopleFirstTM philosophy.
QUALIFICATIONS WE VALUE:
  • Demonstrated experience in customer success management, particularly in SaaS settings.
  • Strong grasp of onboarding, adoption, and expansion methodologies.
  • Ability to effectively teach and mentor others.
  • Proactive, solution-focused mindset with a determination to overcome challenges.
  • Exceptional verbal and written communication skills.
  • High emotional intelligence with a talent for building strong relationships.
  • Proficient financial, analytical, strategic, and problem-solving capabilities.
  • Passion for software and commitment to building lasting businesses.
  • Alignment with our Core Values: "Will to win and win with love," "Live full lives," "Candor means we care," "Think big, then think bigger," "Entrepreneurs at heart," "Data insights drive action."
  • Ability to thrive in a small, dynamic, fast-paced, and results-driven environment.
ADDITIONAL INFORMATION:
  • Compensation: The target salary range for this position is ($210,000-240,000), which is part of a competitive total rewards package that includes an annual bonus, employer-paid benefits, a learning and development stipend, and incentive pay for eligible roles. Individual compensation may vary from the target range based on factors such as experience, location, internal pay equity, and other relevant business considerations. We conduct annual reviews of employee compensation to ensure competitive and equitable pay.