VP of Customer Success

Location: Palo Alto, California
Date Posted: 09-28-2017
Our client is an agile and FAST growing marketing tech company driving change in mobile app engagement.  Our VP of Customer Success is both strategic and tactical. This person supports the post-sales process, and ensures customer retention.  The VP manages global resources and reports directly to CEO.
 

 

Job Description

  • Drive customer success outcomes
  • Manage a global customer success team, including customer success and ad operations managers
  • Define and optimize customer lifecycle
  • Measure effectiveness of customer success
  • Hire and onboard world-class customer success team
  • Enhance effectiveness and efficiency through technology where appropriate (e.g. support systems, customer success management platform)
  • Inspire customer success across company; align with:
    • Marketing around marketing to existing clients
    • Product around driving product roadmap
    • Sales around cross-sell and upsell, and selling with a retention focus
    • Finance around measurement and forecasting
    • Executive team around key metrics and objectives

Qualifications

  • 10+ years of combined background of post-sale customer-facing account management and ad operations experience
  • High level of emotional intelligence as well as tactical execution skill
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Strong understanding of the structure and inner-workings of Fortune 1000 companies is a plus
  • Working knowledge of mobile advertising networks and social platforms and an understanding of the value of advertising for companies is also a plus
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