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Senior Vice President of Client Success
2 months ago
Position Overview:
The Senior Vice President of Client Success is a seasoned leader in Customer Success, tasked with establishing a strategic vision and pioneering initiatives that are critical to customer success 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, delivering ongoing value, facilitating business transformation, and driving revenue growth by ensuring customer engagement, satisfaction, retention, and expansion.
Key Responsibilities:
1. **Leadership and Team Development:**
Lead, expand, and mentor the Customer Success teams by defining the strategy and prioritizing Objectives and Key Results (OKRs/KPIs). This includes hiring, onboarding, training, and nurturing a world-class team.
2. **Capacity Management:**
Establish and drive capacity models across the organization, focusing on customer count and Annual Recurring Revenue (ARR) per Customer Success Manager (CSM) as it pertains to segments and regions, while innovating coverage models.
3. **Customer Value Maximization:**
Enhance customer lifetime value by mapping the customer journey, implementing programs to boost adoption and business value, and identifying intervention points as necessary.
4. **Goal Achievement Facilitation:**
Define and support customer goal attainment, introduce new capabilities and use cases, and collaborate across teams to uncover and pursue growth opportunities for customers.
5. **Customer Advocacy:**
Serve as the voice of the customer, influencing internal stakeholders and fostering a customer-centric culture throughout the organization.
6. **Organizational Architecture:**
Design the customer success organization and engagement model to support revenue objectives, particularly in retention and expansion.
7. **Compensation Strategy:**
Define and implement a bonus compensation structure that promotes behaviors conducive to retention and expansion.
8. **Sales Collaboration:**
Work closely with sales and post-sales teams to engage with leaders at prospective and existing customers, defining goals that leverage our products and services.
9. **Escalation Management:**
Coordinate and lead customer escalation efforts, personally managing key escalations and recovery plans.
10. **Health Program Evolution:**
Advance the customer health program through a data-driven approach, enhancing predictive health monitoring, customer growth, and churn reduction.
Qualifications:
- A minimum of ten years of experience in Customer Success or Post Sales.
- A Bachelor’s degree or equivalent experience.
- Proven experience in a high-growth software company with ARR exceeding $250M and progressing 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 a dynamic environment.
- Ability to adapt quickly and iterate, knowing when to seek consultation and when to proceed independently.
- A strong strategic vision for the customer success organization.
Candidate Attributes:
- Passionate about the customer and the product.
- Skilled in resolving client issues.
- Experience collaborating across multiple departments.
- Creative problem-solving abilities.
Why Tricentis?
- Competitive salary and performance-based bonuses.
- Supportive leadership and opportunities for professional development.
- Comprehensive benefits package including 401(k) and company-paid insurance.
- Commitment to diversity and inclusion, ensuring all voices are heard.
