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