VP - Customer Success Leader (Remote)

In this newly created position, this individual will be responsible for building, developing & maintaining how we will stand up Customer Success and lead our customer engagement across multiple product lines. This person will be responsible for our existing customer relationships, leading the customer to full adoption of our products and services. We are seeking a candidate that has proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores, and expansion opportunities.
 

This leader will work collaboratively with cross-functional stakeholders to ensure that customers are represented throughout every customer lifecycle stage to improve the overall customer experience including Marketing, Product Management, Product Development, Sales, Support and Services. This role will need to successfully manage through ambiguity. It will require a self-starter with the ability to identify opportunities and then lead through to successful completion. This role will help create and nurture a culture which values an outstanding customer experience.

This position is designed for an experienced Customer Success Leader who has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven. The ideal candidate will have experience working with large, complex organizations in the Financial Services industry. This role will build a model for success based on one of our Enterprise clients, and then replicate that model across all our enterprise-wide clients through a team of CSMs.

• Maintain strong relationships with customers and ownership of customers’ success with measured through renewal rate, NPS and other metrics that measure customer outcomes. 
• Define and Optimize the Customer Lifecycle through customer journey mapping, listening points (e.g., usage, satisfaction, etc.), segmentation based on customer needs, standardized interventions.
• Create and drive a value realization plan for customers.
• Proactively identify account risks and work with key functions to drive mitigation strategy.
• Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product and Engineering, Services, Operations and Finance to ensure a consistent and strong customer message is embedded in processes.
• Perform periodic customer success reviews that will address key topics – Satisfaction, Product roadmap, releases this will be done with the help of the Services and Product teams and expand DFIN usage throughout the account; Meet with customers in person on a quarterly basis.
• Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value from DFIN. Define and measure Customer Success Organization effectiveness and drive improvement through scorecards and KPIs.
• Execute a comprehensive engagement and communications strategy that delivers customer success.
• Build and lead a world class customer success team: This will be the building block of creating a new customer success organization to support our customer. This role will be responsible for hiring, enabling, and building a high functioning Customer Success Organization.

In order to be successful at DFIN, you must have the following types of traits & skill sets:

• Bachelor's degree 
• 15+ year of client relationship experience, with 5+ years of experience in a Customer Success leadership role and 5+ years of people management. Account Management experience will also be considered.
• Track record of exceeding quarterly & annual goals, increase renewal rates and reduce churn; expand revenue through upsell and greater reference-ability.
• Proven proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success.
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Ability to align internal resources to meet customer requirements and deadlines.
• Strong leadership, teamwork, & cross-group collaboration skills.
• Ability to effectively communicate through all mediums (verbal, listening, written).
• Proven track record of sustaining & growing complex relationships including contract management.
• Extremely organized, with effective time management skills.
• Experience with Salesforce.com and other CRM tools.