- Responsible for upsells & renewals - This is a quota holding role
- Driving world-class NDR by ensuring clients realize the product potential and achieve desired outcomes while having a stellar experience.
- Source, hire, manage, develop and lead a team of best-in-class CSMs to improve customer relationships and build brand loyalty with a focus of empowerment, creativity and winning together.
- Building foundational systems, processes, and playbooks to set the function up for long-term success.
- Conduct interviews with customers (churned and current) to understand their use case and uncover pain points
- Holding product demonstrations for customers
- Work closely with leadership to evolve team and individual success metrics (GRR, NRR, etc.)
- Developing and implementing innovative programs to improve engagement, expansion, and retention while mitigating risk (including onboarding, tutorials, communication infrastructure etc.)
- Providing real-time feedback on areas of opportunity, celebrate wins, and reinforce positive outcomes.
- Assisting CSMs with problematic events or clients .
- Collaborating with cross-functional teams to ensure a seamless customer journey.
- First Week:
- Meet each member of your team to understand their goals and growth edges
- Learn our product, core user base, and company goals
- Understand our standard process and customer journey
- Shadow client calls and watch recordings to understand flow and approach
- Understand key use cases related to product value & ROI for clients
- First Month:
- Understand our existing structure and process related to customer success
- Understand daily tasks of CSM, alongside partake in client calls
- Quickly learn about our products and services
- Identify key areas for growth & improvement to drive success metrics
- Optimize playbook to improve our processes
- First Quarter:
- Lead client onboarding to understand implementation component of CX journey
- Acquire the knowledge to become a thoughtleader
- At two or three months you'll be fully ramped
VP of Customer Success - New York City, United States - Confetti
Description
VP OF CUSTOMER SUCCESS Deepen relationships with customers and grow our accounts to the next levelConfetti is looking for a VP of Customer Success (CS) to join our expanding team, pave the journey for the future of corporate events while leading the infrastructure that will support Confetti to achieve predictable revenue.
This role will take our large and growing user base of nearly 6,000 customers and help create and execute a plan to bring them to larger, more predictable contracts.
We Are
Product Led - As a managed marketplace for employee experiences, we put the user-experience of our platform at the top of our priority list. We believe (and have significant evidence) that a great platform sells itself, and always prefer investing in the platform & marketing automation as scalable sales channels.
Data Driven - We heavily utilize analytics to measure the usage of every feature we release, and use hard evidence when making decisions regarding what's next (you'll never have to build something just because sales/investors asked for it).
Corporate-Consumer Facing - By selling directly to any employee that holds a company credit card, Confetti enjoys the benefits of B2C companies (low-touch onboarding, no sales or corporate approvals needed, etc.) and those of B2B companies (high recurring budgets, high willingness-to-pay, low pricing sensitivity).
What you bring to the table:
4+ years of experience in CS (success) roles and are an experienced leader with a contagious enthusiasm for making your customers and team massively successful
Has experience in sales and loves growing and nurturing accounts
Autonomous self-starter; someone who finds opportunities to drive success and is comfortable with extreme ownership for their department. Knows how to build something from the ground up.
Impeccable customer service skills and a know-how to bring peace to every fire, are friendly, charming and personable. You can make conversation with anyone
A knack for recruiting, retaining and developing top talent
Data-driven in finding trends and telling compelling stories that drive change
Solutions-oriented and manages up/out to bring in key stakeholders, as needed
A master of process & change management committed to creating new playbooks, optimizing existing or flawed processes, and driving their adoption across teams
Human-first manager who is respected by peers for experience, knowledge, and work ethic while also remaining action & process oriented
No task too big or small; you'll be tapped to help influence strategy but will also need to jump into smaller tasks, like making our data clean and processes is tight
Top-notch communication, interpersonal, and organizational skills both written and verbally
You'll Be
What you'll do: