Vice President, Customer Success

Discovery Solutions Published: January 10, 2018
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Description

Vice President, Customer Success
COMPANY:
A supplier of software and services specifically designed for nonprofit organizations. Its products focus on fundraising, website management, CRM, analytics, financial management, ticketing, and education administration.
LOCATION: Austin, TX
DESCRIPTION:
Looking for a creative leader to join as Vice President of Customer Success. Customer Success is absolutely vital to our long-term profitability, as we operate in a predominately monthly recurring revenue model. We will not be successful unless our customers are receiving clear value from our products and services. As such, we need a senior executive with clear accountability for driving success for our customers. The responsibilities for the role are centered around Customer Success activities including: on-boarding, adoption, advocacy and retention, as well as outcomes such as renewals, sales leads and referrals.
Responsibilities:
:Drive Customer Success Outcomes
:Define and Optimize Customer Lifecycle
:Manage Customer Success Activities
:Measure Effectiveness of Customer Success
:Lead World-class Customer Success Team
:Enhance Effectiveness and Efficiency Through Technology
:Inspire Customer Success Across Company
EXPERIENCE:
7+ years experience in leading complex customer-facing organizations of large scale (1,000+ employees, $1B+ revenue)
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Must have: Strong operations and/or customer success experience not from a sales background
Must have SaaS experience
Preferred skill: Has done customer success for a company that has large to small customers and has managed 100+
EDUCATION: Relevant Bachelor's degree or better; preference for computer science or related degrees

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January 10, 2018