ActiveProspect is hiring a
Vice President of Customer Success, Remote - Worldwide

Summary

ActiveProspect is seeking an enterprise VP of Customer Success who will drive customer outcomes, define and optimize the customer lifecycle, and manage organizational success activities. The successful candidate will be responsible for ensuring customer satisfaction, retention, and growth by ensuring clients achieve their desired outcomes using ActiveProspect's products and services.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; MBA preferred
• 10+ years of experience leading global teams in customer-facing capacity (Account Management, Customer Success, or related roles within the SaaS industry)
• Proven Executive-level experience in an enterprise B2B customer success role with a fast-paced SaaS organization. SaaS experience required
• Experience scaling organizations to $60M+ ARR in a global setting
• Success in hiring, developing, and coaching both individual contributors and managers

Responsibilities

• Develop and execute a comprehensive customer success strategy aligned with company goals and objectives
• Lead, mentor, and scale a high-performing customer success team, fostering a customer-centric culture
• Collaborate with executive leadership to define and measure key performance indicators (KPIs) for customer success
• Build and maintain strong relationships with key clients, acting as a trusted advisor and advocate for their needs
• Oversee the onboarding process for new customers, ensuring a smooth and effective transition
• Implement strategies to enhance customer engagement, satisfaction, and loyalty
• Drive operational efficiencies within the customer success department through process improvements and technology utilization
• Monitor and analyze customer feedback and metrics to identify areas for improvement and implement corrective actions
• Ensure the customer success team provides timely and effective support, addressing customer issues and escalations promptly
• Work closely with the sales, product, and marketing teams to align efforts and drive customer success initiatives
• Provide regular updates and insights to the executive team on customer success metrics, achievements, and challenges
• Represent the voice of the customer within the organization, advocating for product enhancements and new features based on customer feedback
• Develop and implement strategies to drive customer retention and reduce churn rates
• Focus on maximizing Net Revenue Retention (NRR) through proactive customer engagement, upselling, and cross-selling initiatives

Preferred Qualifications

• Experience with SFDC and Gainsight preferred
• Experience in Lead Generation preferred

Benefits

• A financially stable company, with the freedom and opportunities of a startup culture
• Flexible work schedule
• Flexible vacation time
• A remote-friendly culture with monthly virtual happy hours and team-building events
• Retirement plan matching up to 3% of your salary
• Health, dental, vision, disability and life insurance