Global VP of Customer Success
As the Vice President of Customer Success, you will be responsible for driving customer satisfaction, retention, and growth. You will lead and mentor a team of customer success managers, collaborate with cross-functional teams, and champion the voice of the customer throughout the organization. Your primary goal will be to ensure our customers' success with our products and services.
What you will do:
- Develop and implement customer success strategies to drive customer satisfaction, retention, and growth.
- Oversee SCW's Customer Success operation by implementing streamlined systems and processes that will see improved CS efficiencies globally, including tools, software and workflows.
- Hire, mentor, and shape the capability of the global team - including the ability to manage managers (you will be responsible for multiple direct senior reports).
- Champion the voice of the customer throughout the organization, acting as a liaison between our customers and cross-functional teams such as sales, product, and engineering.
- Analyze customer feedback and usage data to identify areas for improvement and drive product and service development.
- Monitor customer churn risks and develop strategies to mitigate them.
- Develop and maintain customer success metrics and regularly report on progress to senior management.
- Work with the sales team to identify opportunities for upselling and cross-selling, and develop strategies to improve customer lifetime value.
- Work closely with Regional leaders and CCO to ensure OKR's, deliverables and team objectives are on track to success.
- Drive Customer Onboarding (90 days post sale) and a rate for 80%+ target
What you will bring:
- Bachelor's degree in business, marketing, or a related field. MBA preferred.
- 10+ years of experience leading customer success preferably in the Saas Cyber Security Industry (or adjacent industry-EdTech?).
- Proven track record of owning and driving customer satisfaction, retention, and growth.
- Strong leadership skills with experience creating, managing, and mentoring teams.
- Excellent written and verbal communication skills, with experience communicating effectively with senior leadership and customers.
- Strong analytical skills and experience with data-driven decision-making.
- Ability to collaborate cross-functionally and champion the voice of the customer throughout the organization.
- Strong business acumen.
- Experience creating or partnering with an internal Professional Services group.
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