Vice President Of Customer Success

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Wisedocs

πŸ“Remote - United States

Job highlights

Summary

Join Wisedocs, a company using AI to simplify medical document processing for insurance, legal, and medical companies, as their first Vice President of Customer Success. This high-impact executive leadership role focuses on customer satisfaction, retention, and expansion. You will oversee the growth of the Customer Success team, responsible for customer implementation, success, and support. This position requires managing the customer journey, leading a high-performing team, and collaborating across departments. The ideal candidate possesses extensive experience in customer-facing roles, particularly in enterprise B2B SaaS, with a proven track record of building and scaling customer success teams. The role is remote for US-based candidates, with occasional travel to the Toronto office.

Requirements

  • 10+ years of experience in customer-facing roles, with at least 5 years in leadership positions within Customer Success
  • Experience in Large Enterprise B2B SaaS is required
  • A proven track record of building and scaling customer success teams, and demonstrably improving key metrics like retention, expansion, and customer satisfaction
  • Deep understanding of the SaaS business model, recurring revenue streams, and customer lifecycle management
  • Exceptional ability to lead, inspire, and mentor high-performing teams
  • Strong analytical skills with the ability to interpret customer data, identify trends, and extract actionable insights
  • Passion for Customer Success: A genuine desire to help customers succeed and a deep understanding of their needs
  • The ability to thrive in a fast-paced, dynamic environment
  • Excellent communication skills to connect with all layers within the organization including Executive Leadership Team and the Board of Investors
  • Extreme ownership: you find a problem; you bring the solution to the finish line. A proactive approach to identifying and solving customer challenges, with a willingness to experiment and implement new ideas

Responsibilities

  • Develop and Execute Customer Success Strategy
  • Define the Customer Journey: Map out the ideal customer journey from onboarding to renewal and beyond, identifying key touchpoints and milestones
  • Set Objectives and KPIs: Establish clear goals for the customer success organization and define key performance indicators (KPIs) to track progress towards these goals
  • Build a Scalable Framework: Create processes and systems that can support rapid growth, ensuring consistent and efficient customer support
  • Lead and Manage the Customer Success Team
  • Hire and Train: Recruit, onboard, and train a high-performing team of customer success managers (CSMs), Support Specialists and the Implementation team
  • Set Performance Standards: Establish clear expectations and performance metrics for your team providing regular feedback and coaching
  • Drive Customer Retention and Expansion
  • Reduce Churn: Proactively identify and address at-risk customers, implementing strategies to improve retention rates
  • Increase Product Adoption: Encourage customers to fully utilize the product's features and functionalities, driving greater value realization
  • Promote Upselling and Cross-selling: Identify opportunities to expand customer accounts by offering relevant upgrades and additional services
  • Collaborate with Other Departments
  • Sales and Marketing: Work closely with sales and marketing teams to ensure a smooth transition from lead to customer and to align on customer segmentation and targeting
  • Executive Leadership: Represent the Customer Success organization at all ELT, SLT and Board level meetings
  • Product Development: Provide feedback from customers to the product team, influencing product roadmap and improvements
  • Finance: Collaborate on pricing strategies and customer lifetime value calculations
  • Ownership over Customer Success Stack and Data
  • Tool Management: Implement tools and technologies to track customer health, automate tasks, and gain insights into customer behavior
  • Analyze Data: Monitor key metrics and analyze customer data to identify trends, predict churn, and measure the effectiveness of customer success initiatives
  • Champion Customer Advocacy
  • Be the Voice of the Customer: Advocate for customer needs and priorities within the company, ensuring a customer-centric approach
  • Build a community: Foster a sense of community among customers, providing opportunities for them to connect and share best practices

Preferred Qualifications

  • Ideally, you have experience in Insurance or Legal Tech
  • You have lead a team that have overseen and grown significant revenue

Benefits

  • Modern employee benefits, including health and dental coverage
  • Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly
  • An opportunity to develop very rapidly in your career
  • Access to a learning and professional development fund to help you level up your career while you’re working with us
  • Company events
  • Generous Paid Time Off
  • Paid Sick Days
  • Employee Referral Bonus
  • Tuition Assistance
  • Plus many other Recognition Programs!

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