Vice President Customer Success – DevOps – Remote

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VP of Customer Success – DevOps – Remote

Our Client a high growth, global, well-established start-up with offices in D.C and London, has developed a ground-breaking technology that is transforming the world of software development (DevOps) testing! Their product, the first innovative cloud-based Continuous Testing Platform, is currently being used by some of the most prestigious Fortune 200 clients in the U.S. & Europe. Their success and growth have created the need for a Vice President of Customer Success. This role includes responsibilities for overall customer success and technical field operations (Pre-Sales, Post Sales, Support, Cloud Operations, Technical Account Management). This is a strategic role responsible for product adoption/renewal/expansion within large enterprise accounts, as well as small-medium accounts — Building and managing a global team. VP Customer Success is part of the company management team.

Location: Remote, anywhere in USA near a Major Airport

Responsibilities:

  • Define an overall strategy for all segments of customer success (Pre-Sales, Post-Sale, Support, Cloud Ops)
  • Build customer journey to improve onboarding and drive customer adoption
  • Establish customer lifecycle management per industry best practices
  • Drive Customer Success Outcomes
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Increase renewal rates and reduce churn
  • Manage Customer Success activities such as Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Advocacy, Renewals, and Cross-sell / Up-sell
  • Measure the Effectiveness of Customer Success
  • Define and implement KPIs and Metrics.
  • Implement NPS
  • Lead World-class Customer Success Team
  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into the team
  • Create rapid onboarding process for new team members
  • Foster collaboration within the team and across the customer lifecycle
  • Encourage continuous learning within the team
  • Enhance Effectiveness and Efficiency Through Technology by Support systems, Reference and advocacy solutions
  • Inspire Customer Success Across Company

Required Experience/Skills:

  • 7+ years of experience in leading customer-facing organizations
  • Experience in organizations like Tier-3 support and up, previous development experience, DevOps or equivalent – must
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Experience in Data-driven companies
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • An enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees

Job Type: Full-time

Salary: $180,000.00 to $220,000.00 /year

Pay may depend on skills and/or qualifications

Experience:

  • CloudOps: 7 years (Preferred)
  • DevOps and CI/CD Pipeline: 7 years (Required)
  • Pre-Sales Customer Succes: 5 years (Preferred)
  • Tier 3 Support: 3 years (Preferred)
  • Post-Sales Customer Success: 5 years (Preferred)
  • VP Level Technical Customer Success Management: 5 years (Required)

Education:

Work authorization:

Additional Compensation:

Work Location:

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid time off

Apply here!

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