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.