VP of Customer Success for an Amazing Product Lead Growth Company
At HighLevel, we are on the path to building the Operating System for marketing Agencies. This position is for the leader of the Customer Success Organization across HighLevel will drive real business outcomes for customers. We are successful if our customers receive significant value from our product and services. We are looking for a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., adoption, optimization, retention, etc.) and outcomes (e.g., customer satisfaction, renewals, up-sell, etc.).
As Vice President of Customer Success, you lead our rapidly growing Customer Success, Customer Support and Service delivery within the organization and become an integral leader in transforming the way our customers achieve success. The overall Customer Success Team team is chartered with supporting our customers to help them drive product adoption, usage and most importantly, generate value from HighLevel. The ideal candidate will bring a customer first, customer value culture, along with a proven record of leading customer engagement/success teams in the SaaS environment.
The VP of Customer Success is responsible for the business strategy, its execution and results across the entire Customer Success organization. They will be responsible for the business results and for supporting the overarching goals of the HighLevel business and its customers across the lifecycle journey. Working across the business, this leader ensures cross functional collaboration, with Sales, Onboarding, Customer Support, Product, Enablement, Marketing, and Business Operations.
This leader will be transformative with exceptional operational skills and aptitude to lead the organizational growth at scale through both activities and outcomes. Additionally, the leader will be a people first leader who drives a positive, productive and collaborative culture.
Finally, the CSM leader together with their team, will use data and systems to analyze and measure key performance metrics to ensure that the strategy and direction is increasing adoption and customer business outcomes including usage, churn and net-retention.
What you'll do:
Strategy: The success of this position will rely on strategic alignment across the company to ensure our approach, offerings and resourcing are effectively influencing HighLevel’s product adoption and growth.
Adoption and optimization: Develop measurable, repeatable best practices and strategies across business segments to encourage product adoption, value and growth. Use technology, systems and processes to drive consistency, repeatability and scale. Work closely with Onboarding, Support, and Business Operations to ensure alignment on key platforms and technologies that support the business.
Sales & Renewal Management: Collaboration and engagement; alignment and review of key performance indicators including usage, churn, upsell and net retention to ensure the most effective path to success for customers and for HighLevel. Regular communication and engagement in key customer activities and events.
Analytics: Use predictive data and analytics to manage and improve the business. Continually work to refine and better leverage the data proactively and prescriptively to run the business.
Product & Engineering: Engage and provide customer feedback and input to the product roadmap; act as voice of customer regarding issues/opportunities and enhancements
Onboarding/Professional Services: Coordinate with key services organizations in customer success to ensure customers have the right services and capabilities to achieve results.
Team Leadership: Responsible for the overall culture and sentiment of your organization. You will encourage and support the development of your teams. This includes, but is not limited to, selecting talent, development of the team, and driving a positive and collaborative culture that values teamwork and results.
Reporting: Define and use cascaded reporting methodologies to understand and manage the business.
Financial Oversight: Responsible for the financial integrity of the CSM department; expense management, budget changes, approval of transactions, etc.
Executive Communication: Provide key updates and presentations to the executive leadership team; Deliver key strategic business reviews with key stakeholders; Provide executive level communication and engagement.
What you'll bring:
- BS/BA degree required
- 10-15+ years of leadership experience in Customer Success, Account Management, CS Operations, Advisory Services, etc., preferably within a SaaS model and at large scale
- Experience working at a technology company, preferably within a SaaS model
- Demonstrated success at building highly functioning, large CSM functions of 100 CSMs or greater
- 10+ years of strategy development and strategic planning
- Strong empathy for customers AND passion for revenue and growth
- Strong executive presence and ability to influence customer leadership
- Background leveraging data and analytics in decision making
Not afraid to roll up your sleeves to implement and cull data
- Experience using/integrating a CSM Technology platform (e.g., Gainsight) into the rhythm of the business
- Experience working with cross functional teams and in a matrix environment to achieve company objectives