Vice President of Customer Success
Confidential
Vice President of Customer Success
About the Company
Innovative provider of lien resolution services for personal injury clients
Industry
Consumer Services
Type
Privately Held
Founded
2018
Employees
51-200
Specialties
- lien resolution
- subrogation
- and personal injury
- personal injury
- mass tort
- legal services
- and law firm services
About the Role
The Company is in search of a VP of Customer Success to spearhead the growth and scaling of the Customer Success organization. This pivotal role is responsible for the full post-sale lifecycle, including onboarding, adoption, ongoing engagement, retention, and expansion. The successful candidate will lead a team of directors, own the organizational design, and define the operating infrastructure to ensure repeatable and high-value customer experiences. Collaboration with various internal teams is essential to deliver a consistent customer experience across all segments. The VP will also be tasked with setting and achieving retention and expansion targets, as well as establishing and maintaining a strong Voice of Customer program. Applicants for the VP of Customer Success position at the company should have a minimum of 7 years' experience in customer success, account management, or client services within B2B SaaS or tech-enabled services, with at least 5 years in a leadership role. The role requires a proven track record in managing managers, owning retention and expansion targets, and experience in building or rebuilding a Customer Success operating model. Strong data fluency, proficiency with CRM systems, and a Bachelor's degree are mandatory, with a preference for a focus in business, law, or a related field. The ideal candidate will have a background in legal services, personal injury, or litigation-adjacent technology, and the ability to travel up to 40%. The VP will be expected to operate independently, set clear direction, and bring forward recommendations with a strong point of view.
Hiring Manager Title
Chief Customer Officer
Functions
- Account Management/Optimization
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