Vice President, Account Management & Customer Success

About the position

As the Vice President of Customer Success, you will own the vision for the Customer Success strategy and lead the team to execute on that vision to ensure that we are delivering best in class support to our customers. You will play a pivotal role in driving customer satisfaction, retention, and expansion, ultimately contributing to the company's overall growth and success. As the leader and head of our Customer Success team, you will be responsible for driving our customer success and support teams towards achieving metrics and goals aimed at retaining customers, developing strategic CS initiatives, leading our team in fostering strong relationships with our valued customers and having a deep understanding of CS metrics.

Responsibilities

• Lead the team in driving partner account retention efforts, showcasing success in key performance indicators (KPIs) and metrics for the team to measure and attain customer success goals.
• Foster a collaborative team culture focused on customer-centricity and continuous improvement.
• Set strategic objectives, oversee daily operations, and cultivate a high-performing team dedicated to exceeding customer expectations.
• Collaborate with cross-functional teams to define customer segmentation and seamlessly implement a comprehensive customer success strategy aligned with the company's overarching goals and objectives as well as the retention of our customers.
• Partner with Sales leadership to facilitate a seamless hand-off and onboarding experience and collaborate on tailored sales strategies to expand and deepen customer relationships.
• Oversee successful customer onboarding and develop tailored adoption plans aligned with customer outcomes.
• Identify and drive growth opportunities, including upsells, cross-sells, and advocacy initiatives.
• Manage customer feedback mechanisms, including satisfaction surveys, for continuous improvement and concurrently develop strategies to monitor and optimize overall customer health throughout their experience and lifecycle.
• Develop and implement repeatable best practices for product adoption, value realization, and growth across business segments.
• Build and maintain strong relationships with key partner stakeholders.
• Leverage technology and systems to drive consistency, repeatability, and scale in customer success activities.
• Monitor key performance indicators, including usage, churn, upsell, and net retention, proactively addressing potential issues.
• Build and grow a high-performing customer success & support team through strong leadership and mentorship.
• Set clear objectives and metrics for the team to measure and achieve customer success goals.
• Foster collaboration within the team as well as other cross-functional team members in the organization and across the customer lifecycle.
• Champion the customer's perspective internally, acting as their advocate in discussions, and proactively manage the customer feedback process in collaboration with Product and Engineering teams to enhance offerings based on identified needs.
• Effectively communicate key customer insights and metrics to internal teams, fostering a data-driven decision-making culture for CS.
• Advocate for customer needs within the broader organization and specifically, with the Product and Engineering teams to ensure customer challenges are understood and addressed.
• Collaborate closely with Sales, Marketing, and Product teams to ensure alignment in customer-focused initiatives and a seamless end-to-end customer journey.
• Develop strategies for accurate renewal forecasting, working closely with Sales and Finance teams.

Requirements

• 12+ years of progressive experience in customer success, account management, or related roles within the SaaS B2B industry, with a minimum of 7+ years in a leadership capacity.
• Proven ability to successfully lead and manage large-scale Customer Success and Support teams and to influence and inspire cross-functional teams.
• Bachelor's degree in Business or a related field; advanced degree or MBA is advantageous.
• Strong analytical skills with a data-driven decision-making approach, leveraging data to drive insights and decision-making.
• Exceptional communication and interpersonal skills, adept at building strong relationships with both customers and internal stakeholders.
• Strong written and verbal communication skills, including excellent presentation abilities, coupled with the capacity to influence through persuasion, negotiation, and consensus building.
• Strong customer advocacy with a passion for delivering exceptional customer experiences.
• Ability to engage directly with customers and act as the executive face of Customer Success.
• Proven experience scaling a Customer Success function in high-growth environments, showcasing strong business acumen and the ability to align customer success efforts seamlessly with broader company goals.
• Demonstrates a commitment to continuous learning, innovation, and building high-performing teams.
• Possesses a strategic mindset, proactively identifying growth opportunities, aligning efforts with company values, and embracing challenges with unwavering determination.
• In-depth expertise in both recurring revenue and transaction-based models, demonstrating a profound understanding of value drivers across diverse revenue structures.
• Proactively stays informed about customer success strategies, industry trends, and best practices.

Benefits

• Base Compensation Range: $187,832 - $281,748
• Health Benefits: Medical, dental, and vision coverage, as well as a HSA
• Generous PTO policy
• 401k with company match
• Continued development & education program
• Sports leagues subsidies for employees and their children
• Cell phone and gym subsidies
• Mental Health Resources: Talkspace Online Therapy and Calm App
• Commuter benefits
• Home office stipend
• Volunteer and social impact opportunities that benefit local youth sports organizations, including paid volunteer time off