Vice President, Customer Success

Summary

Join insightsoftware as Vice President, Customer Success and lead customer retention and engagement initiatives. You will lead a team responsible for customer success and renewals, manage and mentor the team, and foster a culture of mutual accountability. This role requires strong executive communication skills, experience leading Customer Success teams, and the ability to navigate complex organizational structures. Success in this position demands proven leadership skills, experience with offshore teams, and familiarity with Salesforce and related business processes. The position offers the opportunity to make a significant impact on customer relationships and drive business growth within a global organization.

Requirements

• Proven track record (minimum of 10 years) in Customer Success, with 3+ years in senior leadership roles
• Experience leading Customer Success teams responsible for renewals and gross retention targets (GRR)
• Strong executive communication skills (both verbal and written), and substantial experience presenting business, strategy and insights data to a board & CEO-level audience
• Prior experience leading and executing CS initiatives in a matrixed Business Unit (BU) environment
• Strong people leader with a proven ability to attract, motivate, develop, and retain top talent. Demonstrable experience building and leading offshore teams with the ability to effectively balance resources based on customer needs and internal processes
• Ability to successfully navigate complex customer organizational structures, often with highly ambiguous objectives and success criteria
• Demonstrable experience maintaining relationships and alignment with internal teams and stakeholders, particularly: Sales, Professional Services, Support and Product teams
• Strong familiarity with Salesforce, legal and sales ops business processes

Responsibilities

• Lead a team responsible for the insightsoftware Customer Success and renewal motion, while maintaining customer relationships with our install base to drive adoption and value realization
• Manage, coach and mentor the CS team and individual contributors, and provide an effective career development framework for CS team members
• Establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed
• Ensure product feedback is effectively channeled to our Product and Engineering team via Voice of the Customer and similar programs

Preferred Qualifications

Strong preference for experience in highly acquisitive companies with Annual Revenues between $500M and $1B

Benefits

#LI-Remote