Vice President of Customer Success

About the Company

Innovative provider of a data-driven software & communications platform

Industry
Computer Software

Type
Privately Held, VC-backed

Founded
2011

Employees
501-1000

Funding
$101-$200 million

Categories

• Health Care
• Hospitality
• Local Business
• Medical
• Small and Medium Businesses
• Software
• Unified Communications
• VoIP
• Information Technology & Services
• Computer Programming
• Professional Services
• Computers
• Technology

Specialties

• desktop software & native mobile app
• himan health
• dental & animal health industries
• voip telephone service
• and better patient relationships and higher revenue
• dental
• optometry
• salon
• veterinary
• small business
• small business owners
• health care
• dental specialties
• medical
• medical spas
• physical therapy
• podiatry
• communication software
• digital forms
• web assistant
• phones
• messages
• sms messaging
• customer insights
• customer reviews
• scheduling
• payments
• team chat
• analytics
• desktop software
• mobile app software
• multi-location
• med spa
• family practice
• and plastic surgery

About the Role

The Company is in search of a VP of Customer Success to spearhead the optimization of customer onboarding and success initiatives. The successful candidate will be responsible for driving efforts to reduce the time to initial value for new customers, increase lifetime value, and ensure both proactive and reactive strategies to foster adoption, retention, and renewals. This leadership role demands a strategic thinker who can collaborate across various departments, including Sales, Product, Customer Journey, and Training, to create a seamless and satisfying customer experience. Key responsibilities include developing and implementing strategic initiatives for onboarding, managing a comprehensive customer success strategy, and utilizing data-driven insights to identify opportunities for upsell and early interventions to mitigate churn risks. Applicants for the VP of Customer Success position at the company should have a Bachelor's degree in a relevant field, with an MBA preferred, and a minimum of 10 years' experience in leading and scaling large onboarding and customer success teams, particularly within the SaaS industry. A proven track record in developing successful onboarding and customer success strategies is essential, as is experience with CRM and customer success/project management platforms. The role requires strong leadership, team management, analytical, and problem-solving skills, as well as the ability to thrive in a fast-paced, dynamic environment. The ideal candidate will be adept at cross-departmental collaboration, have a strong understanding of customer lifecycle management, and be committed to fostering a customer-first culture within the team.

Hiring Manager Title
Chief Revenue Officer

Travel Percent
Less than 10%

Functions

• General Management
• Operations
• Strategy