Vice President, Customer Success

Summary

Join insightsoftware as a VP, Customer Success and lead digital scale and success initiatives across thousands of customers. Lead the Customer Success team, focusing on renewals and fostering strong customer relationships to drive adoption and value. Mentor and develop the CS team, establishing a culture of mutual accountability. Ensure effective product feedback channels to Product and Engineering. This role requires a proven track record in Customer Success leadership, experience with high-growth companies, and expertise in building and managing digital Customer Success programs.

Requirements

• Proven track record (minimum 10 years) in Customer Success, with 3+ years in senior leadership roles
• You have experience leading Customer Success teams responsible for gross retention targets (GRR)
• You have experience building, developing and leading digital scale/tech touch Customer Success programs
• You are a strong people leader with a proven ability to attract, motivate, develop, and retain top talent. You have demonstrable experience building and leading offshore teams with the ability to effectively balance resources based on customer needs and internal processes
• You have the ability to successfully navigate complex customer organizational structures, often with highly ambiguous objectives and success criteria
• You have demonstrable experience maintaining relationships and alignment with internal teams and stakeholders, particularly: Sales, Professional Services, Support and Product teams
• You have a strong familiarity with Salesforce, legal and sales ops business processes
• You have developed and implemented efficient and rigorous systems and processes that will support the company as it scales in the years to come
• Proven ability to implement operational management systems including matters related to Gross Retention and Annual Recurring Revenue (ARR) snowball
• Outstanding interpersonal skills, along with strong communication skills both verbal and written. Comfortable traveling for work as needed
• Ability to manage influence through negotiation and consensus building, possessing a combined background of post-sale and sales experience
• Analytical and process-oriented mindset, showcasing critical thinking ability, excellent communication and presentation skills, and a continuous desire for learning and improvement
• Proactive and efficient in task execution

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 leadership 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