VP of Customer Success

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Reshaping Commerce

videocommerce • v-commerce • liveshopping • video • live streaming

51 - 200

Description

• Develop and execute a global customer success strategy that aligns with the company's vision and goals, ensuring the successful adoption of our products or services and the long-term satisfaction of our customers. • Build, mentor, and manage a high-performing Customer Success team, fostering a culture of excellence, collaboration, and customer-centricity. • Oversee the entire customer journey, from onboarding and adoption to expansion and renewal, ensuring that customers achieve their desired outcomes and maximize the value of our offerings. • Implement tools and processes to proactively assess customer health, identify at-risk accounts, and develop strategies to mitigate churn and increase customer retention. • Cultivate strong relationships with key customers, serve as their advocate within the organization, and encourage customer advocacy, including references and case studies. • Leverage data analytics to gain actionable insights into customer behavior, preferences, and trends, driving informed decision-making and continuous improvement of the customer experience. • Collaborate closely with Sales, Product, Marketing, and Support teams to ensure alignment and coordination in delivering value to customers and achieving revenue targets. • Collect and analyze customer feedback, working closely with product and engineering teams to drive product improvements and enhancements based on customer input. • Develop and implement strategies to optimize customer renewals and upsell opportunities, ensuring revenue growth and customer retention. • Define and monitor key performance indicators (KPIs) and metrics to measure the success and effectiveness of the Customer Success team and initiatives. Support in monitoring contract renewals and churn risk to ensure company GRR & NRR targets are met.

Requirements

• Bachelor's degree in business, marketing, or a related field; MBA or equivalent is a plus • 10+ years experience working in a Saas/retail/eCommerce company • Proven track record of leadership in customer success, ideally in a B2B or SaaS environment • Deep understanding of customer success principles, methodologies, and best practices • Exceptional leadership, team management, and both verbal and written English communication skills • Strong analytical mindset with the ability to make data-driven decisions • Strategic thinker with a passion for delivering exceptional customer experiences. • Demonstrated ability to develop and execute customer success strategies. • Outstanding problem-solving and decision-making capabilities. • Experience working in a Saas/retail/eCommerce company in a hyper-growth phase is preferred • Travelling is an essential part of the role, sometimes with short notice.