AVP/VP - Customer Success - SaaS

About the role:

- The AVP/VP - Customer Success is an experienced Customer Success and Professional Services leader who leads our Customer Success. He/She is responsible for bringing your strategic vision and innovative approach to lead critical customer-facing teams. Reporting to the Chief Customer Officer, the AVP/VP of Customer Success plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of F-Live customers.

- The AVP/VP of Customer Success needs an action mindset, are excited by the idea of quickly scaling, and thrives in a bold, fast-moving, transparent, values-driven leadership team and company while enabling both customer and company success.

What will you do?

- Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team

- Driving customer lifetime value by defining the Customer journey; Controlling churn rate; Increasing revenue by upselling/ cross-sell; Deploying programs to help drive business value with customers; Customer goal achievement; Collaborating across teams to identify and pursue customer growth opportunities

- Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization

- Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions

- Build a global professional services organization to support customers from onboarding and training through to long-term multi-stage digital transformation project.

- Partnering very closely with our sales/ Operations teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.

What are we looking for?

- True love for customers.

- 7+ years of experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered.

- Experience building and managing large (40+ employees) customer success and or Professional Services teams in a fast-paced, dynamic environment.

- Ability to move quickly and iterate.

- Technical and SaaS experience.

- A strong strategic vision for the customer experience, professional services, and customer support.

- The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections.

- A strong customer advocate with the ability and willingness to engage directly with customers.

- A track record of developing and mentoring great talent, and building and motivating high achieving teams.

- The skills to be a data-driven decision-maker, with a willingness to experiment and iterate.

- Understanding of the balance between internal services, external partners and how to use both effectively to support customers and grow quickly.

- Effective and productive collaborator to drive cross-functional initiatives.

- Empathy, humility and listening skills.