VP OF Customer Experience
10X ERP
- VP of Customer SuccessCustomer SuccessRemote (US)Full-time### The RoleWe're hiring a VP of Customer Success to own everything that happens after a client signs with us: onboarding and launch, data migration, and the support and engagement that follow for as long as they're a client. Our COO runs Customer Success today, and you'll be taking it over.You'll sit on our leadership team, but at our size it's a working seat. You'll build the team and the process, and you'll also be on the escalations, the client calls and the site visits yourself. There's no layer of managers between you and the work, and there won't be for a while. The people who do this job best never fully stop doing it.You'll own a number: how many clients we launch each month, and how well each launch goes. Four a month is the current pace, and it will grow over time. The harder half of the job is hitting it while the clients already running on 10X ERP feel better looked after, not worse. How fast we can launch clients well decides how fast this company grows, so you'll have the authority and the budget to build the team that does it.Three teams report to you, and they're growing. Onboarding Specialists take a client from the sales handover through kickoff, discovery, training and launch. Data Migration Specialists get the client's data out of the legacy system, map it, prove it's right, and pull it one last time at launch. Client Engagement Specialists pick the client up at launch and stay with them, handling support, keeping in regular touch with key accounts, and helping clients put add-ons like B2B e-commerce and EDI to work.### The Product10X ERP is a modern, cloud-native ERP for small and mid-market distributors. Clients run their whole operation on it and add tools as they grow: B2B e-commerce, EDI, Avalara, HubSpot and 10X Insights. Nearly every client comes to us from a legacy system that was never built to let anyone leave, so getting a client onto 10X ERP takes as much craft as building it. Once distributors move to 10X ERP, they stay for years.### What You Will Own* **Launch throughput.** The plan, staffing and sequencing behind every launch, and how long each one takes. The sales handover, kickoff, discovery and training should be written down and repeatable, not carried in a few people's heads.* **Client fit and scope.** You'll work with sales on which clients are a good fit and what each one needs before they sign, then hold the line on scope after they do. Custom work gets quoted, approved and delivered as professional services, not quietly absorbed into a launch.* **Data migration.** How good it is and how fast it goes, and agreeing with engineering on where their migration code ends and your team's work begins.* **Life after launch.** The support queue, account reviews and the health of every live client, and making sure what you learn there reaches product and engineering.* **Growth inside the client base.** Revenue from existing clients that grows every year as they get more out of the platform, through add-ons, professional services and more of their people on 10X ERP.* **The team.** Hiring, developing and leading all three groups.### How We RunWe're self-funded, with no investors and no board, and we run on EOS. You'll hold the Customer Success seat on the accountability chart, set quarterly Rocks, join the weekly Level 10, and build the scorecard your team runs on: launches a month, time from kickoff to launch, support response times and client health. If you've worked in EOS before, all of this will feel familiar. If you haven't, what matters is that you want to work this way, with clear numbers, clear owners, and issues that get solved instead of carried from week to week.### Who You AreTwo things matter most, and the closer you are to both, the stronger the fit.* **You've led a customer success, implementation or professional services organization** at a B2B software company. You built a team rather than worked a queue, owned a number in front of the rest of leadership, and put in process that held up once you stopped watching it.* **You know ERP, distribution, or ideally both.** You've been through ERP implementations from the inside, best of all from the client's side of the table and not only the vendor's, and you understand how a distributor really runs: inventory, purchasing, the warehouse and the accounting behind it all. Our clients run their entire business on this product, and you'll need real credibility with them to lead that conversation.Neither is a hard requirement. If you're exceptional but light on one, apply anyway and make your case in the video. We'd rather hear it than miss you.We're also looking for:* Someone who has scaled implementations before, taking a team from a handful of projects a quarter to several a month without quality slipping, and can walk us through how.* Someone hands-on because they like it, not because they have to be, who could still do every job on the team well enough to teach it.* Someone steady under pressure and direct about problems, who can calm a frustrated client, say plainly what went wrong, and keep the team level while doing it.* Someone comfortable with AI-assisted work who wants to lead how the team uses it, not just put up with it.### Details* Full-time, fully remote, US-based* Regular travel to client sites, and to our Houston, TX headquarters to meet with the leadership team* Overlap with US Central Time (CT) during business hours* Reports to our COO, and works closely with our CEO, VP of Engineering and sales team* Competitive compensation and benefits, including health insurance* Target start: as soon as possible### How to ApplyTo be considered, please record a quick Loom video (60 seconds or less) introducing yourself, your relevant experience, and why you're interested in this role. Paste the link in the \"Loom Video URL\" field below. Applications without a video will not be reviewed.No formal script needed. Just be yourself. We want to see who we'd be working with.
- J-18808-Ljbffr 10X ERP
Vacancy posted 1 day ago
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