Remote VP of Customer Success

Summary

Join Lodgify as Vice President of Customer Success to lead and scale our Customer Success department, developing strategies that drive customer engagement, retention, and growth.

Requirements

• 10+ years of experience in customer success, with at least 5 years in a leadership role within a SaaS company
• Strong understanding of the SaaS business model and customer lifecycle management
• Proven experience in building and leading high-performing teams, with a track record of achieving targets and driving customer success initiatives
• Deep passion for delivering exceptional customer experiences and a strong customer-first mindset
• Proficient in data analysis and utilizing customer success metrics to drive decisions and strategy
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Ability to think strategically and execute tactically, with a focus on driving results and achieving business objectives

Responsibilities

• Create and implement a comprehensive customer success strategy that aligns with Lodgify’s business goals and objectives
• Define key metrics and KPIs to measure the effectiveness of the customer success function and drive improvements in customer satisfaction, retention, and growth
• Build, lead, and mentor a high-performing Customer Success team, including Customer Success Managers, Onboarding Specialists, and Support Agents
• Foster a customer-centric culture within the team, ensuring a proactive and solution-oriented approach to customer interactions
• Manage remote teams, ensuring they stay motivated and cohesive. Maintaining engagement across diverse locations, and utilizing virtual collaboration tools to keep the team aligned and focused on achieving shared objectives
• Develop and implement customer retention programs to minimize churn and enhance customer loyalty
• Identify opportunities for upselling and cross-selling additional products and services to existing customers
• Serve as the voice of the customer within the company, advocating for customer needs and feedback in product development, marketing, and sales strategies
• Build strong relationships with key customers and stakeholders, ensuring a high level of engagement and satisfaction
• Manage the transition to AI and optimize customer success processes and workflows to enhance efficiency and scalability
• Manage customer success software and tools and make sure we have the best in class solutions in place
• Collaborate closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience from onboarding through ongoing support
• Provide insights and feedback to the Product team to drive continuous improvement and innovation based on customer feedback and usage patterns
• Utilize data and analytics to gain insights into customer behavior, identify trends, and drive strategic decision-making
• Regularly report on customer success metrics to the executive team and provide recommendations for improvement

Benefits

• The freedom to work from home any day that works for you
• Enjoy 25 working days of paid vacation and Jornada Intensiva in August
• Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist and we cover pre-existing conditions too)
• Save on meals! Enjoy a monthly allowance of 150€ and, in addition, a Flexible Remuneration plan with up to 70€
• Flexible Remuneration options for your transportation needs
• Elevate your workspace. We provide a home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment
• Free Spanish classes
• Boost your earning potential with our referral program that offers paid compensation
• Fuel your day with a daily office breakfast buffet and join our monthly events like football tournaments, wine tastings, hikes, kayaking and more!