Vice President - Customer Success - CRM Messaging Solutions

About Company:

Our client is the industry-leading provider of CRM messaging solutions. As a forward-thinking global company, it continues to innovate and develop cutting-edge solutions that redefine how businesses digitally communicate with their customers. It works with 2500 customers across 190 countries with customers ranging from SMBs to large global enterprises.

They are growing at a fast pace and seeking senior candidates to join their leadership team. As a VP - Customer Success, you will be part of the leadership team, scaling their customer success operations in a high growth environment. You will be responsible for ensuring customer satisfaction, retention, renewals, and long-term success.

Key Responsibilities:

Customer Success Operations:

- Map customer's wishlist to operations, ensuring efficient and effective delivery of customer support, onboarding, training, adoption and renewal.

- Understand customer needs and translate them into product configurations & campaigns.

- Proactively identify opportunities for upselling and expansion within the existing customer base contributing to the topline.

- Gather and analyse data from different sources to gain customer insights and make decisions

- Collaborate with cross-functional teams, including sales, marketing to align their efforts with business objectives & product and engineering to shape product roadmap and enhancements.

Team Management:

- Lead the CS team of 50+ employees which includes functions such as Onboarding, Account Management & Support.

- Build, train, mentor & manage a high-performing customer success team, including managers and individual contributors.

- Establish performance metrics and evaluation process for a hybrid team.

Leadership:

- Develop and maintain a deep understanding of customers' needs, pain points, and desired outcomes, leveraging this knowledge to enhance the overall customer experience.

- Serve as a trusted advisor to key customers, cultivating strong relationships at executive levels and act as the voice of the customer internally.

- Develop scalable processes and execute strategies to drive customer satisfaction, loyalty, expansion and retention.

- Champion customer-centricity across the organization, promoting a customer-first mindset and driving customer-centric initiatives.

Requirements:

- Bachelor's degree in business administration, computer science, or a related field.

- Experience of handling a team of at least 50 employees.

- 10+ years of experience in customer success or a similar role within the technology industry

- Follower of player-coach leadership style who doesn't mind getting their hands dirty

- Deep understanding of customer success best practices, methodologies, and tools.

- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.

- Experience in scaling customer success operations in a high-growth environment is highly desirable.

Benefits:

- Attractive Salary: Enjoy a generous fixed compensation that recognizes your expertise and leadership.

- Performance-Based Incentives: Your contributions and achievements will be rewarded through performance-based incentives, reflecting the value you bring to the organization.

- Bonus Compensation: Standout performance may lead to additional bonuses through the reward process, recognizing your exceptional contributions.

- Comprehensive Insurance Coverage: Group medical insurance for you, your spouse, and two children, along with personal accidental insurance.

- Shift Allowance: Additional compensation is offered for specific shifts, ensuring that you are fairly rewarded for your commitment and dedication.

- Work-Life Balance: Well-being of employees is at the forefront. Work in an environment that promotes a healthy work-life balance, allowing you to excel in both your professional and personal life.

If you are passionate about driving customer success, leading high-performing teams, and shaping the future of messaging solutions, we look forward to having a discussion with you.