Remote Vice President, Customer Experience

Summary

Join a fast-paced hyper-growth SaaS start-up as Vice President of Customer Experience, leading customer success, support, and digital experience to increase company's capability to deliver value across all markets.

Requirements

• 12+ years of experience managing Customer Success and Customer Support teams
• Proven ability to ramp implementation, success and support reps over time in a systematic way - including the development of a training program focused on product, process, and skills
• Proven success leading post-sales teams for high-growth businesses in B2B and B2B2C SaaS
• Experience in servicing a diverse segments of customers including, channel, OEM, enterprise, as well as high transaction MTM volume
• The desire to be a builder of teams, processes, systems and culture; you are a natural collaborator with peers across the organization; you are wired to ‘win together’ and to support colleagues
• An inspiring personality who leads teams through a combination of personal leadership, process discipline, and accountability; you have a compelling executive presence in front of customers, employees, investors, stakeholders, and other members of the leadership team
• Alignment with our company values: scrappy, fast-paced, hardworking, relentless, transparent, collaborative, dedicated
• Demonstrated understanding of the complexity of servicing a technical audience and the ability to develop a customer journey lifecycle that is strategically tailored to the needs of the company’s customers
• Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, online training tools, etc
• Experience maintaining & measuring departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization
• The ability to work mostly in an EST time zone environment
• The willingness and ability to travel 15-25% of the time for company events as needed

Responsibilities

• Develop, implement and execute a strategy for delivering world-class customer success, support, and digital experience in order to increase company’s capability to successfully deliver value across all of our markets
• Own key operational metrics like churn (GRR) and contraction, revenue (NRR) and customer satisfaction and create and execute Customer Success OKRs
• Scale a newly formed Customer Experience organization bringing together a mature Customer Support team and a newly created Customer Success team
• Evaluate the existing success and services strategy and implement necessary adjustments needed to help customers realize value, improve renewal rates and increase customer satisfaction
• Collaborate with the Go-to-Market and Product Development organizations to communicate the voice of the customer in order to influence the product roadmap, sales behavior, and marketing strategies
• Lead and scale company’s global Customer Experience organization, including onboarding, adoption, success, and support
• Lead the delivery and execution of customer success/support to ensure current and future programs and practices help customers achieve their goals and meet net retention goals for the company

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Flexible Fridays
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US and Canada based employees
• Full short-term disability and life benefits; available long-term disability
• 401k with vested company matching for qualifying employees