Vice President of Customer Success

About The OpportunityThe organization is comprised of seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online.

The team is energized by new challenges and new possibilities-and is just getting started!The Vice President of Customer Success is a key leadership role responsible for developing and executing strategies to ensure the success and satisfaction of customers. This individual will lead a team that drives trial conversion, adoption, retention, and growth through exceptional customer experiences, from trial to paid conversion to advocacy.

The ideal candidate will have a strong background in customer success for B2C, B2SMB, or Marketing as a Service companies, and a proven track record of building and scaling programs and teams that drive results. Key ResponsibilitiesDevelop and execute comprehensive customer success strategies and programs that drive conversion, onboarding, retention, and advocacy, including delivering new “Marketing as a Service” initiatives, for multiple customer types. Drive delivery of conversion, retention, and upsell strategies across the organization with accountability for the results. Identify key metrics and goals to measure the effectiveness of cross-functional customer success programs.

Collaborate with the product team to provide insights and feedback from customers to inform the product development roadmap. Establish clear goals and performance metrics for the team and provide regular feedback and coaching to drive excellence, while fostering a culture of customer-centricity and accountability within the team. Proactively engage with customers to identify value realization and expansion opportunities. Champion the voice of the customer and partner within the organization, advocating for their needs and priorities. Partner with sales to identify opportunities for upsell and cross-sell, and ensure smooth transitions during the sales process.

Required Qualifications15+ years of proven experience in a leadership role within Customer Success or related function. Strong understanding and deep experience executing B2C and/or B2SMB CS programs, models, and tactics, as well as true B2B CS. Insight and experience in leveraging AI to drive productivity and innovation across the team; prior experience with AI to drive scalable business results is a large plus. Prior experience with “Marketing as a Service” outsourced models is a large plus. Strong analytical ability to leverage data and insights to make informed decisions.

Strong understanding of SaaS business models and experience working with subscription-based products. Demonstrated ability to lead and develop high-performing teams in a fast-paced environment. Excellent communication and interpersonal skills. Ability to think strategically to drive results and business outcomes. A bachelor’s degree in business, marketing, or a related field is preferred. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus.

The compensation package includes health and welfare benefits including paid leave. Pay Transparency - All Full Time Employees$209,600—$262,000 USDWhy You’ll Love This RoleThe team celebrates one another’s differences. There is a proud culture of diversity and inclusion, and continuous effort is made to strengthen and improve this culture. Programs are in place that bring people together on important issues and provide educational opportunities for all employees. Join the experts. If passionate about supporting businesses and organizations, this is an ideal place to share talent.

There is a dedication to improving the quality of the product from a customer standpoint and a true desire to enable the success of businesses, non-profit organizations, and community groups. Opportunities to grow a career. Team members are encouraged and supported to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities. A generous paid time off policy and a competitive benefits package that supports the health and well-being of employees and their families. The organization is all about work flexibility and serves customers as a hybrid workforce.

The hybrid work model combines the convenience of remote work with access to office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. The organization is an equal opportunity employer committed to building a diverse and inclusive team. DisclaimerSwooped isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.