VP, Customer Success & Account Management (SaaS)

Who We're Looking For

We are seeking individuals passionate about tech products and services, with an understanding of the challenges faced by our ideal clients. You should possess a strong desire to help customers achieve their goals and ensure they maximize the value of our tools.

Key Qualifications:

• 9+ years of experience in a similar role, with at least 3 years in a SaaS company.
• High level of attention to detail and accuracy.
• Empathetic with a genuine desire to help customers succeed.
• Possesses "good taste" – an understanding of quality and the ability to guide clients on best practices.
• Driven, self-motivated, enthusiastic, with a "can-do" attitude and a results-driven mentality, prioritizing speed and action while maintaining accuracy.
• Excellent communication and interpersonal skills, with flexibility to operate effectively amidst uncertainty and change.

Bonus Qualifications:

• Good understanding of marketing and martech solutions.
• Significant experience with CRM systems such as HubSpot, Salesforce, Zoho, etc.
• Comfortable with both hands-on implementation work and building high-level systems/processes, as well as managing a large team.

Onboarding and Training:

• Oversee the onboarding of new customers and the training of platform end-users.
• Manage contractors and outsourced resources to ensure customer needs are met.
• Oversee the maintenance and accuracy of the knowledge base.
• Become a subject matter expert on the technology, articulating its value through writing, phone, and at industry events.

Support and Retention:

• Develop and implement strategies for customer retention, working closely with the commercial team.
• Oversee exceptional customer support within established SLA guidelines and track related metrics.
• Manage the long-term health of the customer base by identifying and preempting risks, driving retention and growth by understanding customer business needs and helping them maximize value from SaaS tools.
• Monitor customer sentiment and outcomes through health metrics, NPS surveys, and other feedback mechanisms.
• Maintain regular communication with customers regarding needs and adoption trends, educating them via their preferred channels.

Sales and Product:

• Represent the voice of the customer to provide input into core product, marketing, and sales processes.
• Collaborate with engineering and product development teams to troubleshoot technical issues raised by customers.
• Curate forums, utilize surveys, and host webinars to identify and advocate for needed feature requests.
• Collaborate closely with the sales team to drive opportunities.