Vice President of DesignVice President of Customer Success

Salary depends on experience
Posted on 09/21/17
San Francisco, CA
IT Consulting/Services
Salary depends on experience
Posted on 09/21/17

The VP of Customer Success at Recurly will be responsible for the key functional disciplines required to build and scale a successful enterprise software business - investing in the health and success of customer relationships at all stages. Reporting to the Chief Executive Officer, and working closely with the company’s leadership team, this individual will have responsibility for Customer Support, Customer Success, and Professional Services.

Recurly’s first value as a company has always been ‘Be Mindful - Champion of the Customer, and Empathetic to the User’. This key leadership position will assume management responsibility for several groups already in existence today, with the charter of building and leading a critical function. This individual will lead the organization that is expected to deliver critical guidance, consultation and support for both rapid response to critical situations as well as long-term nurturing and advocacy for elevated areas of customer concern. This leader will have the experience, character and executive presence required to manage escalations with grace and confidence.

Responsibilities and Experience

Ensure Sustainable Customer Relationship Success

  • Maintain and measure customer sentiment
  • Increase renewal rates & reduce churn
  • Influence lifetime value through higher platform adoption, customer satisfaction and overall health scores
  • Expand new business growth by building advocacy through customer community and reference-ability

Define and Optimize the Customer Lifecycle

  • Understand key requirements at each stage of the customer journey
  • Develop system for measurement and listening (e.g. usage, satisfaction etc.)
  • Define segmentation of customer base and develop appropriate support models for customers in each segment
  • Define and standardize the expected relationship service model for customers in each segment and at each stage of the journey
  • Identify opportunities for continuous improvement
  • Develop awareness and develop internal approaches from best practices in the industry

Manage All Key Functional Areas of Customer Success

  • Onboarding (develop and institutionalize punch-list for onboarding milestones)
  • Customer training and Education
  • Technical services (integrations and small integration project support)
  • Customer support
  • Customer success management

Build and Lead World-Class Customer Success Team

  • Create company-wide culture of Customer Success
  • Recruit and grow leaders for each functional role
  • Foster collaboration within the broader company to ensure success and support throughout the customer lifecycle
  • Partner with Product Marketing to ensure new features rolling out are well communicated and understood across the segment of customers it applies most to.
  • Highlight awareness of and create celebrations for key examples of Customer Success
  • Align with Executive Team around key metrics and objectives

Skill Requirements

  • 10+ years experience in leading customer-facing organizations in the SaaS software arena
  • Ideally combined background of post-sales and salesexperience
  • Technical and mechanical understanding for APIs and service integrations
  • Analytical and process-oriented mind-set
  • Excellent people management skills including goal setting, evaluating, rewarding
  • Well developed ‘EQ’ for both customer communications, and internal persuasion
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Proven track record in roles requiring executive presence and leadership both internally and externally

Benefits

Medical, dental, vision, life and AD&D, short and long term disability, health savings accounts, flexible spending accounts, accident coverage, employee assistance coverage, tax-free commuter savings, 401(k), daily catered meals, flexible hours, events and meetups, snacks and drinks, games, access to our Penthouse space, happy hours, team-building activities, and company outings.

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