Vice President, Customer Success

Our ideal Vice President of Customer Success is an experienced Customer Success leader who is passionate about bringing a strategic vision and innovative approach to our Customer Success organization. Reporting to the Chief Revenue Officer, the Vice President of Customer Success will play a key role in driving product adoption, ongoing value realization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Labster’s customers in the education industry and beyond.

The ideal candidate is data driven, passionate about scalable process improvement, is excited by the idea of virtual STEM education and its impact on students globally, and thrives in a high integrity, fast-paced, transparent, values-driven environment while enabling both customer and company success. This person will be responsible for the success of our account management, implementation/ services, and customer support functions.

Responsibilities

• Forecast accurately and meet or exceed GRR and NRR revenue goals

• Evolving the customer health program through a data driven approach to be leveraged in predictive health monitoring, increasing customer growth, and reducing contraction.

• Driving customer lifetime value by refining the customer journey; deploying programs to help drive adoption and business value with customers, defining listening channels throughout the customer journey, as well as establishing points when needed.

• Architecting the customer success organization and engagement model to leverage and scale in support of our revenue ambitions, namely retention and expansion.

• Defining and enabling customer goal achievement, introducing new capabilities and use-cases; collaborating across teams to identify and pursue customer growth opportunities.

• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.

• Partnering very closely with our sales, marketing, and product teams to engage with leaders at prospective and existing customers in an effort to define goals that leverage our products and services to achieve them.

• Coordinating and leading overall customer escalation efforts, personally leading key customer escalations and/or improvement plans.

Requirements

• Minimum of 12 years’ experience in Customer Success / Post Sales with a proven track record of achieving revenue targets.

• Deep understanding of value drivers in recurring revenue business models.

• Experience with tools like SFDC, ZoomInfo, and other RevOps tools.

• Empathy for customers AND passion for revenue and growth.

• Ability to move quickly and iterate, knowing when to ask for consultation and when to forge ahead.

• A strong strategic vision for the customer success organization.

• A strong customer advocate with the ability and willingness to engage directly with customers as the face of Customer Success within the Labster.

• Ability to communicate well with individuals, teams, partners as well as industry level events.

• A track record of developing and mentoring great talent, building and motivating high achieving teams.

• Effective collaborator to drive cross-functional initiatives and promote a positive team dynamic.

• Employ Technology to increase efficiency in operations and processes.

• Define key operating metrics that can be measured and and iterated on with a focus on continuous improvement.

Why Labster.

We are Labster. Creators of virtual science lab software that makes learning engaging, effective and accessible, to as many students as possible. We exist to empower the next generation of scientists to change the world. It’s our mission to support 100 million science learners globally by 2025.

In the same way our technology empowers students, we thrive on an autonomous and innovative culture based on Holacracy, and ensuring that your work fits into your lifestyle.

We encourage individual expression, boldly challenge how it’s always been done, and foster learning, creativity and growth. How you work is in your control, balanced by the comfort of access to like-minded, inspiring people, when you need it.

What’s in it for you? 

• Be a part of making science accessible and engaging to the world’s future scientists
• Generous parental leave policy with a phased return to work program
• Work with flexibility
• Unlimited paid vacation (which we encourage you to actually take!)
• Learning budget for professional development
• Company-wide equity program
• Opportunities to travel and meet your colleagues from around the world!
• Access to free 1:1 therapy sessions and other mental health and wellbeing support tools through a membership with iFeel
• Opportunity to get involved with our Women In STEM and LGBTQIA+ Employee Resource Groups!

Our commitment to all of you

Labster, Inc. is proud to be an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Labster strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. Labster complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.