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Vice President of Customer Success

2 months ago

Philadelphia, Pennsylvania, United States PhillyTech Full time
Job Overview

PhillyTech is a rapidly expanding SaaS organization that has developed an innovative platform designed to enhance the collaboration between brands and their content creators. Our mission is to simplify communication, minimize administrative expenses, and provide effective tracking of campaign outcomes.

This is a remarkable opportunity to become part of a dynamic team recognized for its outstanding management and supported by seasoned investors from leading tech companies.

Role Summary

The Vice President of Customer Success will spearhead a high-achieving Customer Success team. Your strategic vision and leadership will be pivotal in enhancing customer satisfaction, retention, and growth. The ideal candidate will possess extensive experience in customer success within the software sector and a genuine commitment to helping clients reach their objectives.

Key Responsibilities:
  • Team Leadership: Inspire, mentor, and guide a team of Customer Success Managers, cultivating a culture of excellence and ongoing development.
  • Strategic Planning: Implement a thorough customer success strategy that aligns with organizational objectives to promote adoption, retention, and growth.
  • Process Optimization: Continuously enhance and refine processes based on customer insights and analytical data.
  • Client Relationship Management: Serve as a trusted advisor to key clients, ensuring their strategic goals are achieved through proactive management and planning.
  • Collaborative Initiatives: Work closely with Sales, Product, and Marketing teams to advance customer success initiatives, advocate for client needs, and ensure alignment on product improvements.
  • Performance Metrics: Establish and monitor key performance indicators (KPIs) such as customer satisfaction, retention rates, and upsell opportunities. Provide regular insights and reports to the executive team.
  • Customer Advocacy: Systematically collect customer feedback, advocate for their needs internally, and lead initiatives to enhance the overall customer experience.
  • Customer-Centric Culture: Promote a culture of customer focus, continuous improvement, and teamwork within the Customer Success department and throughout the organization.
Qualifications:
  • 6-10+ years of experience in Customer Success, Account Management, or a similar role within the SaaS sector.
  • Demonstrated experience in leading and nurturing high-performing teams.
  • Expertise in recruiting, coaching, and developing team members.
  • Strong analytical and strategic thinking capabilities.
  • Exceptional communication and interpersonal skills.
  • Ability to cultivate and maintain robust relationships with clients and internal stakeholders.
  • Familiarity with customer success tools and platforms (e.g., Vitally, Salesforce, Gainsight, Zendesk).
  • Enthusiastic about working in a startup environment; adaptable to shifting priorities in a fast-paced, high-growth setting.
  • Bachelor's degree in Business, Marketing, or a related discipline.
  • Experience with Vitally is a significant advantage.
About Us

At SaaS Talent, we are more than a recruiting firm. With over 25 years of experience in SaaS and technology, we serve as your partner in hiring, business development, and growth, assisting startups in scaling and transforming their operations. We have collaborated with over 100 companies to help them meet their talent acquisition and business development objectives.