Chartio is a data exploration solution that enables anyone in a company (not just the data team) to explore and understand their data. Our #1 value at the company is:
1. Know and delight the customer
And we're looking for an excellent VP of Customer Success to help build, grow and maintain that value. We're a profitable company with over 600 customers, 3 account managers, 4 success engineers, and a unique & diverse culture.
The ideal candidate would be a proven executive with a strong track record of building impactful customer success programs for SaaS companies and scaling them to thousands of customer accounts. The customer success function for us includes:
- Customer onboarding & education
- Ongoing account management
- Customer support for our product
- Customer satisfaction measurement (NPS and related metrics)
- Account renewals & expansions
This leader knows how to develop and manage programs that drive successful onboarding, implementation and execution for companies of varying sizes. Key KPIs for this role include: product adoption & usage, customer & revenue retention, expansion & upsell revenue, expansion ACV, NPS & customer satisfaction score, and others.
As an experienced executive, they know how to get things done by working in collaboration with other teams and within their own teams. The VP of Customer Success will need to be an innovator with a mandate to build adoption, loyalty and advocacy programs for the new generation of Agile Business Intelligence customers.