VP of Customer Success

VP of Customer Success in Remote, USA

About the role:

Customer Success is absolutely critical to our long-term growth and profitability. We are looking for an experienced VP of Customer Success to build and cultivate a world-class customer service department supporting the needs of our growing customer base, driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of our customers. The VP of Customer Success will be a core part of the company’s leadership and will establish the global systems, processes, tools, and methodology to ensure the productivity and engagement of our global Customer Success team. This role includes responsibilities for all Customer Success related activities – e.g., adoption, advocacy, retention/renewals, and expansion in both product features and revenue.

You are technically oriented, detail-focused, and resourceful in identifying the right tools to support the team’s needs and can articulate those needs cross-functionally. Beyond all, you are motivated to bring delight to every customer with 3DLOOK and ensure they remain a loyal customer or partner.

If you are excited about being part of a company who is disrupting the fashion industry and pioneering new shopping experiences for consumers, we’d love to meet you!
Requirements
  • A true love for customers
  • 5+ years of professional experience in a Customer Success and/or Professional Services leadership role in Enterprise SaaS managing portfolios of recurring revenue for products built for retail/e-commerce 
  • Experience building and managing Customer Success and or Professional Services teams in a fast-paced dynamic environment
  • Ability to move quickly and iterate
  • Retail/ e-commerce industry experience and knowledge.  An understanding of the retail landscape and KPI’s that drive retail and e-commerce is mandatory
  • A data, KPI-driven, and a results-oriented mindset, obsessive about forecasting and execution against stated targets
  • Experience in integration / SaaS and how it integrates into retailers websites 
  • Experience working with distributed, co-located teams 
  • Ability to work independently and to collaborate effectively across functions as part of a team in a matrixed environment
  • A track record of developing and mentoring great talent and building and motivating high achieving teams
  • Excellent verbal and written communication and in-person and virtual presentation skills
  • Success and experience working in a fast-paced, dynamic and creative environment with a rapidly growing company, Series A to B/C growth experience a plus
  • The flexibility to adjust quickly to changing priorities and conditions and cope effectively with complexity and change.
  • A passion for solving business problems with creativity, empathy, and pragmatism

Responsibilities

  • Architect and build the customer success organization to support customers from onboarding and training through to long-term multi-year contracts at scale in support of our revenue ambitions
  • Define, map, and optimize the customer journey to increase renewal rates and minimize churn
  • Identify the important data and product features that our customers find most useful and work cross-functionally with the product teams to determine opportunities to implement these features into our solutions to increase revenue
  • Make sure that every customer issue is resolved with care and speed
  • Measure the effectiveness of customer success, define operational metrics for the team, and establish a system for tracking metrics
  • Create a company-wide customer feedback loop to inspire customer success across the entire company to drive revenue ambitions
  • Identify talent to scale your team and empower them to make the best decision for each issue they face.

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