Vice President - Customer Success - IT

Job Overview: We are seeking a highly motivated and experienced Vice President of Customer Success to lead our global customer success team. Reporting to the COO, this position will be responsible for ensuring that our customers are achieving their desired outcomes through the use of our products and services.

Key Responsibilities :

- Develop and implement a customer success strategy that drives customer satisfaction and retention

- Manage and mentor a team of customer success managers and account directors

- Develop and maintain strong relationships with key stakeholders in customer organizations, including C-level executives, to ensure their success and satisfaction

- Collaborate with sales and product teams to ensure a seamless customer experience

- Drive product adoption and expansion among existing customers

- Help increase revenue from existing customers

- Develop and implement metrics to measure customer success and team performance

- Continuously improve and optimize our customer success processes and programs

- Manage customer escalations and ensure timely resolution of issues

- Monitor and report on customer success KPIs to senior management

Qualifications :

- Degree in Business, Marketing, or a related field

- 10+ years of experience in customer success or related roles, with at least 5 years in a leadership position

- Proven track record of driving customer satisfaction and retention in a global enterprise SaaS organization

- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams

- Strong leadership and management skills, with the ability to motivate and mentor a team

- Analytical and data-driven, with experience developing and implementing customer success metrics and KPIs

- Experience working with C-level executives and other key stakeholders in customer organizations

- Excellent problem-solving skills and ability to handle customer escalations

- Strong understanding of SaaS business models and customer success best practices