VP, Customer Success

About the Team 

Sovrn’s Customer Success team is responsible for delivering a world-class customer experience to our publishers and demand partners. The Customer Success team consists of the Account Management and Customer Support functions focused on Sovrn’s growing Exchange, Ad Management and Commerce product lines. 

Simply put, Customer Success is the lynchpin of Sovrn’s business model and is key to our continued revenue expansion and low churn. The team is responsible for the day-to-day interaction with our customers, deeply empathizing with them and partnering to figure out how to help them be more successful. This includes making sure the products work as intended and that our customers are seeing the value in adopting additional Sovrn offerings. Critically, this team plays the role of educator and connector with our customers and internal teams. 

About the Job

The VP, Customer Success reports to Sovrn’s President and is a central role that collaborates with leaders across the organization. This role directly impacts our bottom line by identifying and driving cross-functional initiatives to institutionalize and scale our commercial systems and processes to deliver world-class customer experiences and ultimately, drive growth through product adoption (upsell and cross-sell). 

The leader will shape our strategy by understanding the Sovrn business, including its customers, operations, and goals, analyzing quantitative and qualitative data, and working with key stakeholders across the organization to implement lasting change that directly supports Sovrn goals. 

You will be managing and working closely with a global team of colleagues across the Sovrn Customer Success teams and the broader Commercial organization, as well as collaborating with our Product, Operations, FP&A, and Engineering teams. 

What you will be doing: 

• Lead a high performance team of 30 people across Account Management and Customer Success functions ensuring the team has the necessary training, tools, and support to be successful. 
• Manage the revenue of our existing customers with product-level expansion and cross-sell goals.
• Participate as a member of the Commercial Leadership team providing critical insights and partnership to move the business forward. 
• Partner with FP&A to inform the weekly revenue forecast and quarterly budget process.
• Collaborate with key stakeholders on the creation and design of cross-functional initiatives aimed at scaling and standardizing tools and processes predominantly but not exclusively for market-facing teams; proactively identify potential opportunities, gaps, needs, and actions to address. 
• Perform objective analysis to inform decision-making and recommendations.
• Collaborate with stakeholders to develop business cases outlining investment needs to achieve desired program outcomes. 
• Define appropriate metrics to proactively ensure overall outcomes are delivered.
• Present findings, recommendations, and workstream health to key stakeholders.
• Become an expert in Sovrn product offerings so that you can lead key conversations to answer any and all questions and instill confidence in our products.
• Partner with the other department VPs and the marketing and design team to develop an onboarding framework that sets your publishers up for success, continued opportunity, and happiness. 
• Play a key leadership role on the team, collaborating with your peers to improve our products, market approach, and product growth. 

About You 

You possess strong operational management skills and bring experience in generating new business through organizational optimization, process refining and importantly, thoughtful leadership. 

Above all, you love learning, and sharing what you know. 

The successful candidate will have: 

• Experienced problem-solver able to both delve into the details and operational tactics and engage meaningfully on the big picture or overall strategy 
• Acute business acumen and understanding of organizational issues and challenges, with ability to be relentless and collaborative – ensuring that debates and discussions not only lead to good outcomes for all involved, but also set a positive tone for cross-functional teams 
• Creative problem solver with a bias for action, understanding the value of structure while balancing the need for agility and innovation within that framework. 
• 10+ years in a Customer Success or Commercial organization 
• 3+ years leading a Commercial organization 
• Managing a team of 20 or more employees 
• Strong consulting, project management, organization, and prioritization skills
• Ability to gain technical product knowledge 
• High emotional intelligence 
• Data and results-driven 
• Attention to detail and ability to process information quickly and accurately
• Internet savvy with a strong proficiency in office productivity tools (Gmail, Google Apps, Hubspot, Confluence/JIRA, Salesforce CRM)
• Must be able to work and communicate in a concise manner across the organization
• Strong written and verbal communication skills, excellent listening skills and the ability to adjust to the personalities of various partners 
• Ability to multitask with effective resolution management in a fast-paced, growing environment
• Ability to design and articulate solutions for customers' challenges 
• Flexibility in approach and willingness to adapt when necessary 

Bonus Points: 

• Experience leading teams in the online Publisher Technology space 
• Experience as a Vice President in a technology company 
• Experience being responsible for >$100M in net revenue 

Location: New York, NY or Boulder, CO (Preferred)

About Sovrn

Publishers create the content the world depends on for education, entertainment, and commerce. Sovrn provides products and services to tens of thousands of online publishers to help them grow, operate their business, understand their readership, and manage consumer data. Sovrn is headquartered in Boulder, Colorado with offices in San Diego, San Francisco, New York, and London. 

With 10,000 customers deploying one or more products across 30,000 websites, Sovrn reaches 200M consumers across more than 3.5B pageviews everyday. Sovrn has been a leader in online publisher technology since its founding, and has been recognized by IAB, JICWEBS, and TAG for its role in combating advertising fraud and promoting pro-transparency initiatives. Sovrn is dedicated to helping content creators do more of what they love, and less of what they don’t.

Sovrn Core Values: Candid, Customer Empathy, Learning, Scrappy, Second Order Thinking

Compensation and Benefits

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate compensation range for this role in Boulder, Colorado is $185,000-$250,000, including base salary and any related bonuses or commissions. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications and geographic location. Sovrn offers a full slate of benefits from competitive salaries, stock options, medical, dental and vision coverage, short and long term disability, life insurance, 11 paid holidays, flexible vacation, commuter benefits, a 401(k) plan and match, and a paid parental leave program.

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of accountability impact, and the ability to thrive in a fluid and collaborative environment. We expect you to learn new things in this role, and we encourage you to apply if your experience is close to what we're looking for. 

Equal Opportunity Employer

Sovrn is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.

Recruitment Agencies

Sovrn does not accept agency resumes. Please do not forward resumes to our jobs alias or Sovrn employees. Sovrn is not responsible for any fees related to unsolicited resumes.