Vice President - Customer Success - IT

Responsibilities:

- Developing and leading a global high performing team with a customer first mentality

- Architect services and support delivery models that align with current customer segments and deliver maximum customer value

- Drive customer retention rate by increasing account revenues through expansion programs, contract renewal rates and controlling churn

- Align pricing and packaging of all CS services with cost of doing business, desired margins, and value to customer

- Serve as a key stakeholder in influencing product roadmap based on internal and external customer needs and experiences

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability from current customer base.

- Define, implement and share CS effectiveness measures across CS organization, executive staff and for Board presentations

- Partner with Marketing on CS enablement, customer marketing, and voice of the customer programs

- Taking a hands-on role with our customers, and navigating tough situations to achieve a positive result for all parties

- Serve as the customer advocate by creating a feedback loop on customer issues, escalations, and needs with appropriate internal teams.

- Building and managing industry-leading education and training program.

Desired Skills

- Extensive experience (15+ years) managing and building up a customer success function at the Director or VPlevel in a high growth fast-pace SaaS organization, prior experience in Consulting is a plus

- Must possess a high EQ and empathy for customers and a deep understanding of value drivers in recurring revenue business models

- Demonstrated track record in building and leading high performing customer facing teams with experience managing offshore teams

- Insatiable curiosity of learning modern technologies & tools for customer management

- Experience implementing and measuring operational metrics while leveraging data to make informed business decisions

- Excellent communication and collaboration skills at all levels within an organization