VP of Customer Success Job Description

VP of Customer Success Job Description Template

Our company is looking for a VP of Customer Success to join our team.

Responsibilities:

  • Advocate Interact’s customer success across the industry through speaking engagements, social media and other events;
  • Use your financial and operational understanding to build playbooks that run at scale;
  • Deliver positive outcomes by using data to inform decisions and strategy;
  • Partner cross-functionally with product, marketing and delivery to drive customer success to the forefront of business unit focus;
  • Drive revenue through the maintaining and managing of a team revenue pipeline;
  • Manage and reduce customer churn across Interact;
  • Drive vision of customer success, establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance;
  • Lead our Customer Success, Support, Services and Customer Experience Functions;
  • Understand customer needs, identify root causes and drive solutions to increase customer time-to-value;
  • Establish key metrics and processes to monitor customer happiness;
  • Develop customer feedback channels to help the product team prioritize features that solve our customers’ most pressing problems;
  • Work collaboratively with internal stakeholders such as product development, customer;
  • Drive processes to shorten onboard and service times, reduce operating costs and drive margin, while maintaining high Customer satisfaction levels;
  • Effectively budget, forecast, and consistently set and meet renewal and upsell bookings expectations;
  • Define and improve adoption model across customer segments.

Requirements:

  • Customer Retention (required);
  • Willingness to travel abroad to our office in Poland;
  • Account Management (required);
  • Professional Services (required);
  • Customer Service (required);
  • Customer Success (required);
  • Track record of using operational metrics and process improvement to drive organizational transformation.