VP Customer Success (Austin)

We are Prospera, a Valmont company, and we’re developing a technology solution to humanity’s most fundamental challenge: how to feed the world.

We are building the next generation of Artificial Intelligence tools, to help growers make accurate, timely decisions throughout the growing season, by combining AI technology based on real world agriculture data! 

We are growing and looking for a VP of Customer Success to join our team and build this department from scratch 

The VP Customer Success is a core member of the senior leadership team and will be responsible for both strategy and execution of customer success and support . S/he will report to the CEO and work closely with the Sales and Support teams to refine the company’s customer success strategy and then lead the execution of this strategy to transform the way our customers achieve success and drive their adoption, expansion and renewals.

The Customer Success team is focused on consistently ensuring customers retention and growth through driving product adoption, usage and most importantly, value from our technology that collects, digitizes & analyzes vast amounts of data to help growers control & optimize their production and growing systems.

This role is about making sure that at every phase, from onboarding to renewal, customers are driving outcomes and receiving a best-in-class experience, resulting in long-term renewal, account growth, and advocacy.

You will be responsible for building out a team that is customer-obsessed, always staying one jump ahead of the future needs of customers. You will bring a customer first, customer value culture, along with a proven record of leading customer engagement/success teams.

This role might require up to 10%-20% travel (internationally/domestically), including overnight stays.

*This position is onsite (Austin), hybrid work

• Build and structure a strong CS team
• Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities and coaching team members to uncover their highest potential
• Implementing Customer Success tools.
• Drive customer success outcomes including increasing renewals, product adoption, expansion and advocacy while reducing churn
• Will be in charge of support team as well
• Act as a point of escalation in customer issues
• Track and report on key team metrics
• Develop frameworks and engagement models that optimize team staffing and customer engagement
• Identify key trends in customer experience and health metrics
• Identify customers to engage in events such as webinars and user groups
• Collaborate with Marketing to evangelize customers' success through acts of advocacy
• Support ad-hoc customer projects and initiatives as identified by the CEO

Requirements

• 6+ years of experience in a SaaS company
• 3-5+ years' executive experience leading a customer success team, ideally globally
• Experience supporting both On-Prem and SaaS product, preferably within IoT, telco industries
• An obsession with customer-experience and a clear understanding of its impact on a business
• The ability to manage customer interactions and handle uncomfortable situations, knowing when to raise a flag to leadership
• An understanding of the business of customer success balanced with a passion for making customers successful
• Proven success building highly engaged, high-performing teams that everyone wants to be a part of
• A team-player mentality
• Background in agriculture is an advantage