Job title: VP of Customer Success
Job type: Permanent
Emp type: Full-time
Industry: RetailTech
Expertise: Other
Location: Remote, USA
Job published: 10/20/2021
Job ID: 32561

Job Description

Company Overview:

Our client is an Enterprise AI company that helps consumer commerce companies drive revenue success, growth, and data intelligence. They are democratizing revenue management by identifying opportunities to mitigate risk and prescribe solutions to improve rapid growth. This app-enabled platform has the ability to react to market conditions and customer demand for optimal results and profitable revenue. This level of transparency and real-time actionable data drives profitability to its consumer enterprise clients in a timely, cost-effective manner. Reporting directly to the Founder, The VP of Customer Success will be scaling the CS function from the ground up. This person should be highly analytical, data-driven, and knowledgeable in the consumer AI Enterprise ecosystem. 

 

Responsibilities

  • Drive the strategy and alignment of the customer success function and its transformational impacts through the adoption of market-leading solutions that accelerate business value for customers

  • Build and nurture C-level relationships across accounts to solidify partnership and commitment to the customer while penetrating the account deeper

 

  • Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices

 

  • Establish relationships with leadership across sales, services, product, channel, and support leadership to ensure cross-functional alignment at scale

 

  • Manage and achieve key business metrics including bookings, revenue, utilization, and expenses

 

  • Operationalize key national/global programs to ensure the team can scale to meet the needs of our customers and do more with less over time

 

  • Scale the global Customer Success team as an inspirational leader that creates a vibrant, inclusive culture that inspires people to do their best work

Requirements

  • ​​10+ years of experience with the enterprise-scale organization(s) in customer success or related leadership roles

  • A track record for building and growing world-class organizations through talent acquisition, on-boarding, and retention, characterized by high productivity and excellent morale

  • High EQ and ability to lead with positive influence, excellent management, and interpersonal skills

  • Experience in a hyper-growth, dynamic environments with the ability to deliver on detail as well as strategy

  • Metrics-driven, analytical leader skilled at negotiation particularly at the executive level 

  • Passion for technology and innovation, and a strong understanding of business processes and their implementation into enterprise applications 

  • Experience with retail software and or AI-driven consumer commerce platforms preferred