Published On
3 weeks ago
Position
Full Time
Location
New York, NY

Vice President of Customer Success – Sales Intelligence Network

glenbornjobs Glenborn Corporation

Our client is transforming how sellers gather intelligence about their deals. They built a network that connects sellers with former executives of their top accounts and act as a personal deal coach, providing account-based intelligence at each phase of the sales journey. The result? Sellers truly know their buyer and close more deals, faster.

Backed by Google Ventures, Canaan Partners, and G20 Ventures, our client is the world’s first knowledge network for enterprise sales teams.

About the role:

The company is looking for an experienced, customer-obsessed, high sales-IQ executive to lead and grow their rapidly scaling customer success team.

Our client’s business involves radically accelerating client sales organizations by matching sellers with former employees of the companies they’re selling to. The company’s customer success team is not only in charge of onboarding customers, ensuring they are utilizing the company’s services, and seeing value from it but also look to collaboratively work with their customers to ensure they are properly integrated into their sales processes.  

This role includes responsibilities for Customer Success activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

  • Drive Customer Success Outcomes
  • Increase pilot conversion rates (upsells and renewals) while reducing churn
  • Expand our client’s revenue in accounts through up-sells
  • Grow lifetime value through higher product adoption, customer satisfaction and NPS scores
  • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
  • Map customer success metrics per client, per phase
  • Develop success measurement points in journey (e.g., pacing, satisfaction, etc.)
  • Standardize cadence for evaluating success for all clients
  • Define segmentation/prioritization of customer base and assign appropriate coverage models
  • Identify opportunities for continuous improvement in process and deliverables
  • Learn from best practices in industry
  • Manage Customer Success Activities
  • Onboarding, training, support
  • Customer Success Management
  • Measure Effectiveness of Customer Success
  • Define and standardize operational metrics for team
  • Establish a scalable system for tracking metrics and ROI
  • Create cadence for internal review with team and external review with clients
  • Share learnings and metrics to executive team, company and board
  • Lead World Class Customer Success Team
  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Inspire Customer Success Across Company
  • Create company-wide culture of Customer Success
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Requirements:

  • 8+ years experience in leading customer-facing organizations
  • Experience and passion in scaling start-up customer success organizations
  • Demonstrated history of over performing quotas for upsells and renewals
  • Strong understanding of sales methodologies and processes; experience designing and implementing sales processes a plus
  • Comfortable presenting and engaging with C-level Sales and Marketing execs
  • Ideally combined background of post-sale and sales experience
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Experience collaborating with product development organizations

To Apply:

Please fill out the form below or email your resume to info@glenborn.com

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