VP of Customer Success

Summary

Join EverTrue as the VP of Customer Success and lead our customer-facing teams through every stage of the customer journey. You will define processes and documentation, manage a team of customer success managers, oversee renewal opportunities, and partner with sales and marketing. You will gather customer feedback to shape the product roadmap and act as the escalation point for customer issues. This role requires at least 6 years of experience in customer success, sales, or account management, and 2 years of team management experience. EverTrue offers competitive compensation ($160K-$180K OTE), 80% healthcare premium coverage, a remote-first environment, and various other perks valued at $25K.

Requirements

• Have at least 6 years of progressively responsible and successful experience in customer success, sales, and/or account management in a comparable business environment
• Have at least 2 years of experience managing teams
• Possess excellent verbal and written communication skills tailored to both external and internal audiences
• Have a proven ability to build executive-level relationships with customer contacts to support Customer Success Managers in retaining and expanding the business
• Have the determination and grit required to work at a growing start-up, as well as the patience to help customers win
• Enjoy working in an evolving and fast-paced environment and remain committed to ongoing learning and progression within your role
• Be a relationship-builder who seeks to engage meaningfully with your colleagues and customers
• Be able to lead a team through effective people management, team motivation, and collaboration
• Be comfortable representing the customer voice at the management level, advocating for our mission and product to better support those we serve
• Have knowledge of the non-profit market

Responsibilities

• Define processes and documentation for account-based revenue, customer lifecycle management, and team goals to drive alignment and growth
• Manage a team of customer success managers at varying levels, develop onboarding and progression plans, create compensation structures, and conduct regular performance reviews with feedback
• Oversee renewal opportunities, account allocation, and pipeline management. Coordinate upsell/cross-sell initiatives with sales and marketing, while forecasting and reporting trends to management and the Board
• Partner with sales on team selling efforts, ensuring current customers are aware of additional product offerings and are passed off to sales reps for cross-sell opportunities
• Work closely with the VP of Customer Operations to ensure a seamless implementation and enablement process for both new and existing customers
• Gather and relay customer feedback to help shape the product roadmap, collaborate with the VP of Product on new partnerships and product rollouts, and act as the escalation point for customer issues
• Lead CSM involvement in EverTrue events, represent the customer voice in marketing content, and manage customer education and training programs
• Ensure a smooth contract process and payment fulfillment for customers, and collaborate with the Director of Finance on compensation plans for the customer success team

Preferred Qualifications

Have experience in the non-profit market

Benefits

• Competitive compensation, with the range for this role being $160K-$180K OTE
• 80% of your healthcare premium covered
• Remote-first environment with no plans to return to office
• Happiness and well-being perks valued at $25K
• $2,000 for vacation after your first year
• Birthday off, and EverTrue will donate to a charity of your choice
• Stipend to invest in yourself personally and professionally (True Growth perk)
• Discretionary time off
• 12 holidays
• 8 sick days
• Half-day summer Fridays
• Recharge week at the end of the year
• Monthly Flex Fridays