Vice President - Customer Success - IT

Leading global technology major looking for a head of customer success

Skill : post-sale, Customer marketing software, Support systems, advocacy solutions, Customer Success Management;

Exp: 15-20 years

- Manage Customer Success Activities Customer Support - on site, phone, and email

- Customer Success Management Renewals Cross-sell / Up-sell Advocacy Drive Customer Success Outcomes, Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability Define and Optimize Customer LifecycleMap customer journey

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

- Identify opportunities for continuous improvement

- Learn from best practices in industry Measure Effectiveness of Customer Success

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to senior leadership team, company and board

- Recruit experienced leaders for each functional roleAttract high potential individual contributors into team

- Create rapid on-boarding process for new team members

- Foster collaboration within team and across customer lifecycle

- Encourage continuous learning within team Enhance Effectiveness and Efficiency Through Technology Support systems Customer marketing software Reference and advocacy solutions Customer Success Management platform

Qualifications :

- 15+ years experience in leading customer-success/support roles at (preferably) a leading enterprise SaaS startup or a leading B2B software company.

- Work experience in a start-up in similar capacity is highly desirable.

- Ability to manage influence through persuasion, negotiation, and consensus building Ideally combined background of post-sale experience Strong empathy for customers AND passion for customer satisfaction, revenue and growth

- Deep understanding of value drivers in recurring revenue business models Analytical, process-oriented, and hands-on mindset Demonstrated desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills Relevant Bachelor s degree; preference for computer science or related degrees Lead World-class Customer Success Team