VP OF Customer Experience
Confidential
Vice President of Customer Success
About the Company
Innovative time tracking software for remote teams
Industry
Internet
Type
Privately Held
Founded
2010
Employees
51-200
Categories
- Technology
- Information Technology & Services
- Internet
- SAAS
- B2B
- Mobile
Specialties
- workforce analytics
- employee monitoring
- productivity analytics
- and time tracking
About the Role
The Company is seeking a VP of Customer Success to take on a pivotal role in owning and driving retention across a large global customer base. The successful candidate will be responsible for the entire post-sale process, with a primary focus on Net Revenue Retention. This includes protecting revenue through renewals and saves, as well as actively working to grow it through expansion efforts. The role demands a hands-on approach, with the VP expected to be deeply involved in customer interactions, and to operate as a player/coach in an AI-first organization. The ideal candidate will have a proven track record in B2B SaaS, with at least 8 years' experience in post-sale leadership, and a strong background in AI and automation. Key responsibilities for the VP of Customer Success at the company include leading a global team in the execution of a well-defined customer success playbook, with a focus on disciplined and consistent execution. The role also involves executive sponsorship of key accounts, driving onboarding and time-to-value, and ensuring a high-quality support experience. The candidate should be entrepreneurial, scrappy, and competitive, with a relentless focus on retention and a strong partnership with sales leadership. Success will be measured by the ability to meet and exceed retention and expansion targets, as well as the quality of playbook execution and the impact of AI systems on team productivity. The company values diversity and inclusion and is looking for a candidate who is globally minded and can contribute to the future of work through data, trust, and empowered leadership.
Hiring Manager Title
CEO
Functions
- Account Management/Optimization
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