Vice President

Reporting to the Chief Customer Officer, you will play a crucial role in our company's growth and success leading our global Customer Success organization.

This role will primarily be responsible for the following metrics:

• Gross Retention
• Renewal Retention
• Revenue-retention operations

What you'll do:

• Lead a global team responsible for the insightsoftware renewal motion, while maintaining customer relationships with our install base to drive adoption and value realization.
• Partner closely with Finance and Accounting to maintain an accurate ARR Snowball and Retention forecast.
• Manage, coach and mentor the CS leadership team and provide an effective career development framework for CS team members.
• Establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed.
• Ensure product feedback is effectively channeled to our Product and Engineering team via Voice of the Customer and similar programs.

Requirements

What we're looking for:

• 15+ years of Customer Success experience within B2B software, including 5+ years in professional services leadership and 5+ years in customer success leadership.
• Strong preference for experience in highly acquisitive companies with Annual Revenues between $500M and $1B.
• You have experience leading Customer Success teams responsible for gross retention targets
• You are a strong people leader with a proven ability to attract, motivate, develop, and retain top talent. You have demonstrable experience building teams with the ability to effectively balance resources based on customer needs and internal processes.
• You have the ability to successfully navigate complex customer organizational structures, often with highly ambiguous objectives and success criteria.
• You have demonstrable experience maintaining relationships and alignment with internal teams and stakeholders, particularly: Sales, Professional Services, Support and Product teams.
• You have a strong familiarity with Salesforce, legal and sales ops business processes.
• You have developed and implemented efficient and rigorous systems and processes that will support the company as it scales in the years to come.
• Proven ability to implement operational management systems including matters related to Gross Retention and Annual Recurring Revenue (ARR) snowball.
• Outstanding interpersonal skills, along with strong communication skills both verbal and written. Comfortable traveling for work as needed.
• Ability to manage influence through negotiation and consensus building, possessing a combined background of post-sale and sales experience.
• Analytical and process-oriented mindset, showcasing critical thinking ability, excellent communication and presentation skills, and a continuous desire for learning and improvement.
• Proactive and efficient in task execution.