Remote Vice President of Customer Success

Summary

Join a leading specialized AI provider for banks and credit unions as a Customer Success Director, where you will lead customer success teams, develop strategies to maximize customer retention, and drive revenue growth.

Requirements

• Bachelor’s Degree in Business, Management, or related fields. Master’s Degree in Business or a related field preferred
• 10+ years of Leadership experience in customer success, account management, or a similar role in a SaaS or tech environment
• Experience in AI-driven or tech companies preferred
• Multi-language proficiency preferred
• Proven track record in leading and scaling customer success teams
• Exceptional interpersonal and communication skills
• Strong problem-solving and analytical skills
• Proficiency in customer success software tools
• Ability to handle multiple priorities in a fast-paced environment

Responsibilities

• Lead, mentor, and scale the Customer Success, Customer Support and services teams
• Develop strong relationships with key stakeholders within client organizations
• Develop and implement strategies to maximize customer retention, upsell opportunities, and minimize churn
• Collaborate with the Product and Sales teams to ensure feedback from clients is channeled effectively
• Oversee the customer onboarding process, ensuring it's efficient, effective, and tailored to individual customer needs
• Monitor customer health metrics, NPS scores, and other relevant KPIs. Use data to drive decisions and strategies
• Be the point of contact for any major customer issues or escalations, ensuring timely resolution and customer satisfaction
• Work closely with the sales team to drive renewals and identify upsell and cross-sell opportunities
• Implement training programs for customers to ensure they fully utilize and understand the value of our solutions

Benefits

• Remote First Policy
• Medical/Dental/Vision Insurance
• PTO & Holidays
• Life Insurance