VP Customer Success

Overview

VP OF CUSTOMER SUCCESS

 

Reporting to the CEO of One Identity, the VP of Customer Success is a global role with the exciting responsibility of building and managing a world class Customer Success team.

 

One Identity’s Vice President of Customer Success responsibilities include managing aspects of the post-sale customer lifecycle focused on retention and growth by helping clients receive maximum value from their One Identity relationship. This individual will develop and lead the organization’s customer success strategy, and manages the overall performance of people and process to achieve the highest levels of customer engagement, retention and satisfaction, while improving loyalty.The Vice President of Customer Success is a collaborative and innovative leader who will partner with other global senior leaders across sales, product, consulting, and marketing to ensure strategic and functional alignment. These efforts will accelerate our journey to building even stronger customer relationships. Vision, thought leadership, and customer success expertise will focus our global team on a clear path to execute against consistent, repeatable practices. This individual will bring a proven track record of successfully building a high-performing customer success function to deliver superior results in both the retention and engagement of One Identity’s customer base, significantly contributing to our top-line growth. This individual will be an evangelist for the value and impact of customer success, clearly developing efficient and unified operations through the design of new processes, AI technology, and tools that will allow our clients to experience maximized value of One Identity’s product line.

Responsibilities

-In this role, you will be responsible for building and leading One Identity’s Customer Success organization while also leading our talented global PSO, Support, and Renewals teams

-The role will be metrics driven with the most important goal of increasing customer retention to achieve One Identity corporate goals. Other key tracking metrics will include: Customer Satisfaction, TTR, NPS, customer engagement/reference-ability, PSO margins, utilization, and others.

-Create a new standard for Customer Success, you will rethink how we approach support and how our teams can scale efficiently to improve coverage and complement our sales teams on the front lines, providing day-to-day support in addition to ongoing optimization and strategic advice

-The above will include customer segmentation, standard customer touchpoints, messaging, and cadences.

-Build on the Customer Success foundation to include more technical post-sales strategic consulting

-Implement scalable customer health scores and develop processes to proactively address trends to dramatically improve customer experience

-Attract high-potential individual contributors into the team and provide growth opportunities by coaching team members, upleveling skill sets, and guiding the career paths of the existing team

-Work cross-functionally with Sales, Marketing, Product, and Engineering to produce an amazing customer experience at every touchpoint

-Influence customer satisfaction, increase customer advocacy, and improve overall health scores

-De-risk and defuse customer escalations

-Drive new business growth through greater advocacy and customer reference

-Inspire Customer Success across the company

Qualifications

-12+ years of building, leading, growing, and scaling top performing teams

-7+ years in senior Customer Success roles, plus additional experience managing PS, Support, Operations, and Account Management

-Experience working in a Private Equity-owned organization

-Experienced and passionate senior executive to own driving success and advocate for our customers

-Designing and managing new processes to improve client health and retention while driving efficiency

-Ability to manage and influence through persuasion, negotiation, and consensus building

-Strong empathy for customers AND passion for revenue and growth

-Establishing and measuring key metrics that focus effort and drive results

-Enthusiastic and creative leadership with the ability to inspire others

-Identity and Access Management experience is highly preferred

-Background that combines sales and post-sales experience

-Eligible to work in the U.S. without restrictions

 

Company Description 

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.