Swiftly is hiring a
Vice President of Customer Success

Summary

Join Swiftly, a leading provider of technology and solutions for retailers worldwide, as they search for an experienced Vice President of Customer Success to lead customer success, support, and onboarding teams. In this strategic leadership role, you will be responsible for driving growth with our retail partners while preparing for scale in our high-growth organization.

Requirements

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field
• 10+ years of experience in customer success, support, or related roles, with at least 5 years in a leadership position
• Proven track record of developing successful customer success strategies and driving customer satisfaction
• Strong understanding of SaaS products and the technology landscape
• Excellent communication, interpersonal, and leadership skills
• Data-driven mindset with the ability to analyze metrics and derive actionable insights

Responsibilities

• Develop and execute the customer success strategy aligned with the company's vision and goals
• Collaborate with cross-functional teams to enhance product offerings and improve customer experiences
• Drive automation and collaboration across the organization to scale and prepare for growth
• Oversee customer success initiatives and account plans to ensure high levels of customer satisfaction and engagement
• Implement metrics and KPIs to measure success and drive continuous improvement
• Lead the onboarding process to ensure new customers achieve value quickly and projects are delivered on time with high quality
• Develop and refine onboarding materials and training programs to enhance user adoption
• Manage the customer support team, ensuring timely and effective resolution of customer inquiries and issues
• Establish support processes and best practices to improve efficiency and customer satisfaction
• Build strong relationships with key customers, serving as a trusted advisor and advocate for their needs
• Regularly communicate with customers to gather feedback and identify opportunities for improvement
• Serve as an escalation point for key customers and advocate as voice of the customer internally
• Analyze retailer user data and retailer revenue potential to identify trends, opportunities, and opportunity gaps for each customer
• Utilize insights to inform product development and improve customer experience
• Partner with sales, marketing, and product teams to ensure a cohesive approach to customer engagement
• Contribute to company-wide initiatives to enhance overall customer experience and satisfaction

Benefits

$195,000 - $225,000 a year