VP of Customer Success

Position Overview

As the Vice President of Customer Success, you will play a pivotal role in driving the success of our customers, ensuring they derive immense value from our solutions. Reporting directly to the Chief Revenue Officer (CRO), you will oversee Customer Success activities, spanning across onboarding, adoption, advocacy, retention, renewals, expansion, and technical services.

The VP of Customer Success will play an instrumental role in buliding and scaling the Customer Success at Apollo through our next phase of growth and for years to come. 

Responsibilities

Manage Customer Success:

• Oversee onboarding, professional services, technical services, and Customer Success Management for renewals and cross-sell/up-sell.

Drive Customer Success Outcomes:

• Increase renewal rates and reduce churn.
• Expand revenue through cross-selling and up-selling.
• Enhance future lifetime value via increased product adoption, customer satisfaction, and improved health scores.
• Drive new business growth through advocacy and reference-ability.

Define and Optimize Customer Lifecycle:

• Map customer journey and establish key touch points.
• Standardize interventions at each journey point.
• Define segmentation of customer base and varying strategies.
• Identify opportunities for ongoing improvement and learn from industry best practices.

Measure Effectiveness of Customer Success:

• Define operational metrics and establish a tracking system and review cadence within the team.
• Share metrics with the executive team, company, and the board.

Lead World-class Customer Success Team:

• Recruit experienced leaders and high-potential contributors.
• Develop a rapid onboarding process for new team members.
• Foster collaboration within the team and across the customer lifecycle.
• Encourage continuous learning.

Enhance Effectiveness and Efficiency Through Technology:

• Implement reference and advocacy solutions.
• Utilize and optimize Customer Success Management platform (Vitally).

Inspire Customer Success Across Company:

• Create a company-wide culture of Customer Success.
• Align with Marketing on client engagement strategies.
• Collaborate with Product on driving the product roadmap.
• Coordinate with Sales on cross-selling and upselling, emphasizing retention.
• Work with Finance on measurement and forecasting.
• Collaborate with the Executive Team on key metrics and objectives.
• Establish a company-wide customer feedback loop.

Requirements

• 5-8+ years experience managing an international Customer Success team in a high-growth organization.
• 3-5+ years of second-line management experience, managing CS, renewals, professional services and technical services.
• Ability to influence through persuasion, negotiation, and consensus-building.
• Combined background in post-sales and sales experience.
• Strong empathy for customers with a passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset.
• Demonstrated desire for continuous learning and improvement.

*This role is open to candidates with legal work authorization in the United States and Canada.