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Posted January 28, 2022
Chronicled

Vice President, Customer Success

Chronicled
Remote, USA Remote Full Time

As Vice President of Customer Success, you are a proven software executive with a track record of building strong customer success, loyalty, and...

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As Vice President of Customer Success, you are a proven software executive with a track record of building strong customer success, loyalty, and satisfaction programs for software businesses that delight customers, improve brand loyalty, and can scale within a rapidly growing company.

You can recruit, manage, lead, and motivate both technical and non-technical professionals and know how to get things done by collaborating with other teams.

You ensure our customers realize maximum value across their lifecycle, resulting in their renewal, growth of lifetime value and customer satisfaction. This role is based in our San Francisco office or remote in the US. Our work environment is one where ambition thrives and so will you.


What you will do:

  • Lead and scale a world-class Customer Success and Professional Services organization
  • Develop effective ROI-focused customer success programs to ensure successful on-boarding, adoption, retention, renewal and expansion for our customers base
  • Increase customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores
  • Define and drive the ideal customer experience in close partnership with senior leadership across Product, Engineering, Marketing, and Sales
  • Partner with Product on aiding the development and growth of existing and new products for our customers
  • Partner with Revenue Operations to create and build Customer Success systems and processes as well as measuring operational metrics and tracking/reporting for the exec team, company and board
  • Drive customer implementations and delivery in on-boarding new customers documenting end to end processes, enabling scale in a growing organization.
  • Enhance customer implementation process full ultimate efficiency
  • Inspire and drive a company-wide culture of Customer Success, creating a strong culture that fosters customer advocacy

    • What you will need:
  • 5+ years of experience in Customer Success / Professional Services Leadership
  • Experience in leading teams at a Enterprise Saas company
  • Previous startup experience in developing and scaling a customer success and professional services organization from scratch
  • Proven ability to prioritize projects and initiatives to align to corporate and divisional programs
  • Ability to develop and maintain productive relationships across organizations to ensure that business initiatives are achieved
  • MBA or equivalent experience nice to have
  • Experience in the Life Sciences industry or Fintech is a plus
    • You are:
  • A driver of Performance: Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction and drive the bottom line in a fast growing, dynamic and global company
  • Detail oriented: Proven ability to prioritize projects and initiatives to align to corporate and divisional programsAn Excellent Communicator: Ability to develop and maintain productive relationships across organizations to ensure that business initiatives are achieved
  • A True Team Player: Demonstrates collaboration as a core value, both with our customers and within the company.
  • A Leader: You have experience identifying and developing managers from within the team as well as developing challenging career paths for more junior roles within the team as well as the developing talent for progression in the rest of the company. Is a proven recruiter with a proven ability of attracting as well as nurturing great talent into the Customer Success Team

    • This listing expired on Mar 13. Applications are no longer accepted.

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