Vice President, Customer Success and Professional Services

What we're looking for

We are looking for a results-oriented and customer-focused leader who will own the strategy and delivery of global customer success and professional services. You will define how customers achieve success including usage, onboarding, adoption and renewal. Reporting to the Chief Customer Officer, you will own and guide world-class customer advocacy and account growth.

What you'll be working on

• Develop and execute a customer success strategy that aligns with the company's goals and objectives
• Build and manage a high-performing teams that deliver exceptional results
• Establish and maintain relationships with key stakeholders across the customer's organization, including C-level executives
• Monitor and analyze customer usage patterns and feedback to identify opportunities for growth and improvement
• Develop and implement processes and procedures to ensure that customer needs are met and exceeded
• Lead the professional services team to ensure that they are delivering high-quality, timely, and effective services to our customers
• Work closely with the sales team to ensure that new customers are onboarded effectively and efficiently
• Develop and manage the customer success budget to ensure that resources are being utilized effectively
• Partner with other teams within the company to ensure that the customer experience is seamless and consistent across all touchpoints

We'd love to hear from people with

• Deep passion for people and a desire to work in a vibrant culture
• 10+ years of experience in customer success or professional services, with a proven track record of success
• Excellent leadership skills with experience managing high-performing teams
• Strong communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels of an organization
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making
• Experience working in a SaaS environment is highly desirable
• Bachelor's degree in a relevant field is required, and a Master's degree is preferred

The base pay provided for this position ranges from $257,125 / year - $347,875 / year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.
Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

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