VP of Customer Success

Sana Farooq
Sana Farooq Member Posts: 28 Expert
First Anniversary
edited February 2021 in Job Board Community
Very excited to be hiring a VP of Customer Success to join our team! Please send me a DM if you are interested in the position!

Job Title: Vice President of Customer Success
Department: Customer Success
Reports to: CEO
Location: Los Angeles (preferred), Open to Remote (1-3 hour plane ride preferred), Relocation

FloQast is searching for a highly experienced and dynamic Vice President of Customer Success to
develop and lead a customer-centric approach from the initial sale, to onboarding and expanding
adoption, to cross-selling and upselling, to retention and renewal.

The Vice President of Customer Success must be passionate and knowledgeable about best practices in
customer experience in the SaaS industry, lead by example, partner with key executives across the
organization to ensure cross-functional alignment on our customer-centric culture, and possess a high
ability to innovate and thrive in a fast paced, high growth environment.

Ultimately, the Customer Success leader and team will help customers find even more ROI from FloQast
and play a critical role in the achievement of our retention and expansion revenue goals.
The VP of Customer Success will lead a team and drive initiatives designed to retain and create the
optimal growth environment within FloQast's most strategic customers across the globe. They will also
develop a systematic, high-value self-service model for small to mid-sized businesses so that we can best
serve all our customers.

By partnering with leaders in Direct Sales, Channel, Marketing, and Product, this leader will design and
execute programs and services aligned to our business strategy, ultimately resulting in incremental
recurring revenue streams from new offerings that help our customers achieve their defined business

What we are looking for in the ideal candidate:
  • The ability to develop and execute the concept of "customer success at scale", leveraging
    technology and turning the Customer Success organization into a results-delivering service
    program using analytics, inspiring leadership, and business value delivered through 1:1 and
    1:many customer experiences
  • Someone who is passionate and knowledgeable about customer experience and support,
    with a global mindset and empathy for customers of all sizes and the challenges their
    operational teams and administrators face.
  • A leader who is comfortable working across the spectrum of C-level executives and VPs to
    set strategy, with leaders of peer teams to coordinate the customer experience and
    methodology, and with front-line contributors who might be early in their career.
  • A strategic thinker who is self-motivated and a creative problem-solver, who can build the
    Customer Success department of the future.
  • A mentor dedicated to team development: helping team members at the onset of their
    careers to grow in depth and breadth of skill, cultivating their passion, and enabling them
    to take on increasingly important roles, both inside the team and across FloQast.
  • Tech-savvy and has experience successfully leveraging technology to achieve customer
    success goals.
Primary Responsibilities
  • Define and implement strategies to improve customer experience and efficiently scale the team to address the needs of a growing and diverse customer base in order to minimize customer churn.
  • Implement, improve and standardize key processes to ensure a consistent, reliable, and high value journey for customers.
  • Maximize adoption and usage across our strategic customer base ensuring FloQast becomes a trusted and proven partner with the goal of achieving period-over-period improvement in customer retention and growth.
  • Push the boundaries and use your customer savvy, segmentation understanding, and industry background to develop innovative ways to identify, connect, and support customers who need FloQast's help to grow and thrive.
  • Understanding how to message customers in a way they respond to is key, as is developing ways to serve many customers simultaneously.
  • Partner with FloQast executive team to align and expand on global strategy, in a way that balances regional needs with organizational simplicity and consistency.
  • Manage to clear and metric-driven deliverables on a quarterly basis that showcase customer growth, trends, retention, and product/industry maturity.
  • Partner with teams outside of Customer Success to create and maintain customer messaging and content that delivers a simple and consistent curated customer experience.
  • Partner with Operations and IT to develop and drive operational changes to support the scalability of our Customer Success programs.
  • Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team.
This role owns and drives success in the following metrics:
  • Net Promoter Score
  • Customer Retention
  • Upsell, Cross-sell, and expansion
  • Building and expanding relationships with strategic customers
  • Building, mentoring, and developing customer success team
  • Forecasting churn, observing key trends, monitoring growth opportunities

Professional Experience/Qualifications
  • 8+ years of Director or above level experience in growing global SaaS organization serving both Mid-market and Enterprise customers at scale
  • Strong track record of building customer-centric teams and culture that champions a customer first mentality
  • Enthusiastic and creative leader with the ability to inspire and motivate others
  • Demonstrated record of using customer segmentation and engagements to improve the customer experience in an innovative and repeatable way
  • Proven experience interpreting data analytics to derive insight and turn those insights into initiatives that drive customer value
  • Understanding of basic SaaS and business metrics with the knowledge of how to modify strategic plans to deliver against targets
  • Proven track record of delivering results for the business
  • Effective at driving efficiencies through systems and process in order to optimize headcount investments while maintaining a high-value customer experience
  • Experience working closely and productively with key cross-functional leaders in order to ensure customer success strategies have buy in and full alignment across the organization
  • Experience managing globally distributed teams in multiple time zones