VP, Customer Success

The Vice President of Customer Experience is a second line leader for customer success, revenue management and customer programs. The key OKRs for this role will include effectively supporting our customer relationships, accurately forecasting recurring revenue and interfacing with the product organization to properly prioritize customer and market needs. This role reports into the SVP of Solution Service, who reports into the Global Chief Revenue Officer - the leader of our global Go To Market (GTM) Organization, which includes Global Sales, Marketing, Partnerships, Customer Facing Engineers, Revenue Operations and Enablement.

What You Are Accountable For:

• Lead and Manage the Customer Success team, via our Customer Success Manager, by clearly articulating plans, priorities and OKRs
• Partner with the IT and Revenue operations to establish both bottom up and top down forecast by customer, vertical and other cohorts to help Prove align investment and inform decision making
• Engage with top customers as an executive sponsor to better understand advocate for customer needs Competency with Prove’s platform and solutions articulating the key value propositions as a recognized industry expert
• Work with our Enablement team to ensure that our Customer Success team members have the tools, assets and messaging to engage effectively as Trusted Advisors with Prove Customers 
• Drive revenue opportunities by partnering with Prove’s sales and go to market teams
• Partner with the Prove Provide product team to prioritize feature requests and product needs
• Partner with support team to drive efficiency in customer support processes
• Manage Prove NPS program and ensure cross organizational buy in and actionable delivery on client expectations

What We Require

• 8+ years in a leadership and mentorship position
• 5 + years in customer success or a customer facing organization
• Strong leadership skills, including the ability to articulate strategy and establish trust
• Understanding of the fraud and authentication space, specifically experience in fraud prevention, detection, and authentication techniques to real business use cases
• Disruptive thinker who can identify and execute on how best to modify processes to improve outcomes
• Business acumen with a problem-solving attitude, frequently on-the-fly situational adaptation 
• Strong presentation skills with a proven track record of support a sales organization to help facilitate selling/consulting to a network of customers
• Facilitation skills, including ability to facilitate decision-making and broker agreements amongst diverse, differing, and/or conflicting perspectives/priorities
• Proven track record in scaling customer success organization
• Experience in cybersecurity, fintech, or fast-growing startup is required

The salary range for this role is $215,000 - $235,000 plus bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Prove’s Benefits include but are not limited to:

• Excellent health, dental, and vision insurance that begins on your first day of employment
• 401k plan with company match
• Equity
• Participation in the annual incentive program
• Unlimited Vacation