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    VP Customer Success amp Professional Services - San Francisco, United States - CLevelCrossing

    CLevelCrossing
    CLevelCrossing San Francisco, United States

    3 weeks ago

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    Description
    VP Customer Success amp Professional Services

    Posted on
    Jun 28, 2022
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    Communication has changed for people. It's changed for businesses, too.

    MEMBERS ONLYSIGN UP NOW***.


    is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support.

    Today more than 25,000 businesses use
    MEMBERS ONLYSIGN UP NOW***.

    to connect with a billion people worldwide.
    Join the company helping businesses grow revenue through live chat, and so much more.
    What's the opportunity?
    Our Vice President, Customer Success and Professional Services (CS/PS) is a strategic member of our senior leadership team.

    Reporting directly to our Chief Revenue Officer (CRO), this leader / they will own the strategy and delivery of global customer success and professional services at
    MEMBERS ONLYSIGN UP NOW***.

    . The VP, Customer Success and Professional Services will define and be accountable for how
    MEMBERS ONLYSIGN UP NOW***.

    customers achieve success & strong ROI with our platform including usage, onboarding, adoption and renewal. Overall, this leader will own and guide our efforts in discovery, customer advocacy, and account growth.
    What will I be doing?
    Partner with the CRO to evolve and manage the global customer success function, including Sales Engineering (pre-sales), Professional Services, Solution Architects, and Customer Success Managers
    Drive customer successful outcomes & strong ROI including increasing product adoption, expansion, advocacy and renewal rates while reducing churn
    Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities and coaching team members to uncover their highest potential
    Serve as the senior leader coordinating
    MEMBERS ONLYSIGN UP NOW***. 's response to customer escalations
    Track and report on key team metrics to inform CRO and CEO decision-making
    Develop frameworks and engagement models that optimize customer success, team staffing and overall customer engagement
    Partner with the VP, Customer Support to maximize effectiveness across organizations in service to our customers
    Identify key trends in customer experience and health metrics in order to refine how we serve our customers. Work closely with our R & D team to provide feedback and insights to improve product strategy
    Partner with the Customer Education team to ensure customer adoption as we enable their success on the platform
    Collaborate with Marketing to celebrate customers' success through advocacy and cross-customer interactions
    What skills do I need?
    15 years experience in Software-as-a-Service (SaaS)
    10 years leading customer success teams for technical products with mid-market and enterprise customers
    2nd or 3rd line leadership experience leading large multinational or global teams
    Consistent overachievement of goals and targets
    Experience implementing and driving usage, adoption and renewals
    Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills, and business insight.
    Strong mid-market/enterprise customer experience with the ability to communicate effectively with customers at the executive level as needed
    A demonstrable desire for innovation, continuous learning, and improvement
    Demonstrated ability to manage multiple, critical projects is required.
    Ability to work in a fast-paced, reactive, changing, and results-oriented atmosphere
    Proven success working within a highly matrixed organization and establishing strong relationships across the organization
    Develop internal relationships with executive leadership, key stakeholders, and peers in other functions
    Strong track record of recruiting, developing, engaging, and retaining a high performing customer success organization
    The ability to see the big picture without losing sight of the details; the ability to inspire a team to drive consistent excellence
    Experience thriving within a global software company delivering $200M-$1B in revenue
    Benefits
    We are a well-treated bunch, with awesome benefits If there's something important to you that's not on this list, talk to us :)
    Competitive salary and meaningful equity
    Comprehensive medical, dental, and vision coverage
    Regular compensation reviews - great work is rewarded
    Open vacation policy and 10 corporate holidays
    Paid Parental Leave Program
    401k plan
    In-office bicycle storage
    Fun events for
    MEMBERS ONLYSIGN UP NOW***. rades, friends, and family
    *Proof of eligibility to work in the United States is required.

    MEMBERS ONLYSIGN UP NOW***.

    values diversity and is committed to a policy of Equal Employment Opportunity.
    MEMBERS ONLYSIGN UP NOW***.


    will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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