Vice President of Customer Success at Confidential in San Mateo, California

Job Description:

Job Title: Vice President of Customer Success

Company: Confidential

Location: San Francisco Bay Area

Workplace Type: Hybrid

Key Responsibilities:

1. Customer Success Leadership

• Lead, coach, and manage the Customer Support and Customer Success teams for the USA, EU, and UK regions.
• Develop and implement comprehensive customer success methodologies, including onboarding, adoption, and ongoing value realization.
• Focus on ensuring revenue realization through timely deployment and delivery of solutions.
• Train, mentor, and guide team members while managing expectations for both customers and internal stakeholders.

2. Customer Deployment and Solution Delivery

• Be hands-on in the technical deployment and implementation of enterprise-scale platforms.
• Ensure seamless onboarding of customers, driving solution adoption and achieving recurring value.
• Address and resolve post-deployment issues, coordinating with cross-functional stakeholders across engineering, operations, and product.
• Build or oversee the development of internal tools to accelerate deployment and ensure efficiency.

3. Upsell, Cross-sell, and New Solution Development

• Collaborate closely with enterprise sales teams to identify and execute upsell and cross-sell opportunities.
• Engage with customers to validate new solutions and drive expansion strategies.
• Conduct system demos, design customer solutions, and maintain strong relationships with key customer stakeholders.

4. Customer Experience and Feedback Management

• Champion the customer feedback lifecycle, including collecting, documenting, and managing feature requests and enhancement feedback.
• Collaborate with Product Engineering teams to prioritize and align customer feedback with product roadmaps and release cycles.
• Actively participate in New Product Introductions (NPI) and Customer Net Promoter Score (NPS) survey programs.

5. Strategic Leadership and Operations

• Define and execute strategic initiatives for customer success, focusing on growth, retention, and operational excellence.
• Build scalable processes and frameworks for customer success operations.
• Oversee hiring, performance management, and team development, including the ability to hire and fire as necessary.
• Represent Roambee as an industry spokesperson at events, conferences, and customer meetings.

6. Certification and Compliance Support

• Aid internal teams and customers in achieving relevant certifications.
• Ensure that deployment processes meet required industry standards and customer expectations.
• Provide guidance on certification processes and coordinate efforts to achieve compliance goals.

Qualifications:

• 10+ years of experience in Customer Success, Customer Support, or Solution Delivery leadership roles, with a focus on enterprise-scale deployments.
• Proven experience as a technical, hands-on leader with a player-coach mindset.
• Strong background in deploying and delivering large-scale enterprise platforms.
• Demonstrated success in driving upsell, cross-sell, and customer value realization.
• Experience creating and implementing customer success methodologies (onboarding, adoption, and ongoing value).
• Exceptional ability to interface with enterprise sales teams, design customer solutions, and ensure customer satisfaction.
• Strong technical acumen with experience conducting system demos and managing post-deployment issues.
• Experience in managing customer NPS programs, feedback cycles, and collaboration with product engineering teams.
• Ability to travel across the USA, EU, and UK regions as required.
• Excellent leadership, coaching, and team-building skills, with a proven ability to hire, train, and manage high-performing teams.
• Strong analytical, problem-solving, and communication skills.
• Experience in being an industry spokesperson or thought leader is a plus.

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