VP, Customer Success

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BlueCat

πŸ“Remote - United States, Canada

Summary

Join BlueCat's award-winning team as Vice President, Customer Success! Lead and mentor a high-performing team, ensuring customers maximize product value. This strategic role demands strong leadership, communication, and customer relationship management skills. You will drive results tied to business goals, monitor customer health metrics, and collaborate across departments. The ideal candidate possesses 10+ years of experience in customer success or a related field, including 5+ years in leadership. BlueCat offers a comprehensive benefits package, including professional development, wellness initiatives, and a positive work environment.

Requirements

  • You will have 10+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role
  • Leadership: Proven track record of building and leading a successful customer success team in a fast-paced environment
  • Communication : Excellent communication and presentation skills with the ability to engage and influence stakeholders at all levels
  • Collaboration: Ability to demonstrate cross functional engagement and success to achieve joint results
  • Analytical Skills : Strong analytical skills with experience using customer data and metrics to inform decision-making
  • Customer Focus: Passion for customer success and a strong commitment to delivering exceptional service
  • Technology Proficiency: Experience with customer success software (e.g., Totango, Salesforce, Jira) and other relevant tools
  • You have experience in leading client relationships in software as a service or technology environments with strong customer service orientation and experience in dealing with C-level executives

Responsibilities

  • Lead, mentor, and grow a high-performing customer success team. Foster a culture of accountability, collaboration, and customer-centricity across departments
  • Manage and motivate a dedicated customer success team, lead and drive transformation, growth and optimization strategies for the customers and become a trusted advisor through consulting our customers to recognize the strategic value of their investment
  • Proactively monitor customer health metrics to drive engagement, ensure renewals, and uncover upsell/cross-sell opportunities
  • Define and track critical customer success metrics, including customer satisfaction, retention rates, and customer lifetime value. Regularly report performance to the executive team and identify areas for improvement
  • Direct strategic activities that drive customer success outcomes: increase renewal rates and reduce churn, influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive internal alignment and collaboration with other teams across BlueCat to enable an enhanced customer experience, operating as an escalation point for customer issue resolution, when necessary liaising as required as an advocate for key customers
  • Foster a positive team culture that motivates and generates enthusiasm to ensure high morale in the Customer Success team by building a strong and highly productive team comprised of staff to drive high performance and efficiencies and a work environment that combines learning, achievement, recognition and a team spirit
  • Lead innovation by defining & implementing engagement methodologies and best practices in the continuous pursuit of operational excellence and process enhancement. Create and curate customer success assets including best practices, product literature, implementation guides, case studies and video testimonials

Preferred Qualifications

  • You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company
  • You are technically savvy and have an aptitude to learn technical details and environments
  • You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company)
  • You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects

Benefits

  • A Professional Development Budget
  • Dedicated Wellness Days and Wellness Week
  • A Lifestyle Spending Account
  • An Employee Recognition Program
This job is filled or no longer available