HighRadius - Vice President - Customer Success

The ideal candidate will have a demonstrated track record of building scalable, impactful customer success teams and programs for SaaS companies. This leader will know how to develop and manage programs that drive revenue from existing accounts, reduce churn, and increase customer advocacy. The key KPIs for this role include: product adoption & usage, customer & revenue retention, expansion & upsell revenue, NPS & customer satisfaction score, and others.

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

- Great customer facing skills with a strong preference for execution