Our client empowers you with the best omnichannel customer experience.With our composable, best-of-breed, API-driven solution and hybrid headless functionality, the possibilities are endless. Our intuitive, flexible content management system (CMS) lets you bring ideas to life in a heartbeat, adapting your digital touch points quickly and efficiently across all localizations.That's why our client is already powering so many exceptional customer experiences. The proof is in the success of the impressive global brands and companies we work for.
OBJECTIVES:
The Vice-President of Customer Success (VP CS) sets the strategic direction for the customer success organization, ensuring alignment between customer needs and company objectives. This role is responsible for driving customer-centric initiatives, improving retention and expansion, and managing executive relationships with key customers. The VP CS leads multiple teams, fostering a culture of continuous improvement and innovation within the customer success function.
JOB RESPONSABILITIES:
Define the strategic direction and vision for the Customer Success Management organization.
Develop and implement initiatives and packages to improve customer retention, satisfaction, and growth.
Ownership of Customer Success Programs, such as Customer Advisory Boards and industry-specific user communities, to engage customers, gather insights and improve retention.
Manage executive relationships with key customers and act as a trusted advisor.
Lead and mentor senior leaders within the customer success organization.
Align customer success strategies with product, marketing, and sales initiatives.
Drive continuous improvement efforts across the customer success function. Establish and track key Customer Success metrics (e.g., NPS, CSAT, retention rates).
Proactively identify risks, ensure successful renewal processes, and develop strategic initiatives to reduce churn.
JOB REQUIREMENTS:
Extensive leadership experience in customer success or account management.
Strong strategic thinking with the ability to influence at the executive level.
Proven experience managing large teams and fostering cross-functional collaboration.
Excellent communication and relationship management skills.
Ability to drive innovation and continuous improvement initiatives.
Experience working with enterprise-level customers and managing executive relationships.
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