Vice President, Customer Success

Who We Are

DebtBook is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps these organizations manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.

About the Role

As DebtBook’s VP of Customer Success, you will serve as the department head of our 20+ person Customer Success team (growing to 35+ by CYE 2023) with full responsibility for implementation, support and customer success (including the renewal) of all existing customers. 

You will collaborate closely with the VP of Sales who has ownership of the Account Management team (selling new products into existing customers). In addition to the VP of Sales, you will collaborate closely with the heads of the Product and Marketing departments as stewards of the customer journey. 

As a member of the company’s Leadership Team, you will participate in overall strategy and cross-departmental change management and report directly to the Company’s CEO.

What You’ll Do

• Owning overall responsibility for the success and retention of all DebtBook customers, from contract signature to renewal, measured by Gross Revenue Retention and Net Revenue Retention. 
• Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team
• Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities.
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
• Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments.
• Partnering closely with cross-functional teams, including sales, marketing, product, and engineering, to ensure the successful delivery of our SaaS platform and services to our customers.
• Monitoring and analyzing client usage data, and use insights to drive product and service improvements

What You Bring  

• Experience building and managing Customer Success and or Professional Services teams (30+ employees) in a fast-paced, dynamic environment
• Experience in high-growth B2B SaaS companies in the size range of $30M-$100M+ in ARR with an average sales price of $10,000 - $40,000
• Experience with contract renewal (not month-to-month subscription)
• A strategic vision for customer experience, implementation, and customer support
• A customer advocate with the ability and willingness to engage directly with customers
• The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
• Ability to communicate well with individuals, teams, partners and at industry level events
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate
• Understanding of the balance between internal services, external partners and how to use both effectively to support customers and grow quickly
• A track record of developing and mentoring great talent, and building and motivating high achieving teams
• Proficiency in Hubspot CRM and ChurnZero a strong plus
• Proficiency in remote collaboration tools such as Asana, Google Workspace, and Zoom (or their equivalents)

• Leadership + People Management - you've led teams and understand that management requires a mix of hands on coaching, motivation and tough discussions. You excel in building up your team members and building a culture of trust and accountability. 
• System Based Thinker - you solve problems in repeatable ways that scale, with a mind for process-building and analysis with the ability to lead effectively through change.
• Collaborative and Communicative - highly skilled at working cross-departmentally through clear communication, empathy, and relationship-building.
• Values Driven - positive attitude, growth mindset, and operating in alignment with DebtBook’s company values

Why DebtBook

Proud to be named one of the “Best Places to Work” by Charlotte’s Business Journal, DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.  

When it comes to benefits and perks, we are committed to supporting our employees’ well-being to make their lives better, both in and out of the office. We offer:

• Competitive salaries plus equity (stock options) for all employees;

• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match; 

• Flexible work schedules and generous leave policies (including unlimited PTO);

• Professional development opportunities and tuition reimbursement;

• Family and wellness perks;

• Monthly get-togethers;

• Stipends for remote workers to set up their ideal work space;

• Top-of-the-line equipment,  and a newly furnished office.

DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.