Location: Seattle,Washington,United States

Position Summary:

Seeq’s Vice President, Customer Success, is responsible for managing aspects of the post-sale customer lifecycle focused on loyalty, retention, and growth by helping customers maximize value from their Seeq relationship. This leader develops and leads the organization’s customer success strategy and manages the overall performance of people and processes to achieve the highest levels of customer engagement, satisfaction, and retention.

The VP, Customer Success is a collaborative and innovative leader who will partner with senior leaders across Revenue, Product, and Marketing to ensure strategic and functional alignment. These efforts will ensure Seeq’s customer-centric journey continues. The VP, Customer Success will lead a global team through thought leadership and customer success expertise to execute the most effective strategy and delivery, ensuring the customer’s and company’s success. 

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

• Oversee and generate a complete view of the customer, including their needs, expectations, and perceptions of their experiences with the company, and develop and implement strategies and outcomes to build customer retention and loyalty.
• Develop a vision and strategy to drive world class customer satisfaction and success rates for Seeq customers. Work with cross functional teams to design an end-to-end experience to deliver these outcomes.
• Establish highly repeatable (and scalable) Customer Success processes, automation and reporting methodology that can be shared across Seeq.
• Champion cross-functional initiatives to maximize Gross Revenue Retention and Net Revenue Retention
• Build strong alignment and partnerships with peers in Sales, Product, Marketing, Legal, Finance and other areas.
• Engage directly with high value customers.
• Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business.
• Lead as an ambassador for the Customer Success function and regularly promote the value delivered to customers.
• Have a strong understanding of the complexity and nuances of different market segments and tiers (PLG to Enterprise) and the ability to develop a customer journey lifecycle that is strategically tailored.
• Align resources and continuously assess organizational structure to ensure that the team is poised to work innovatively and grow the business. 
• Recruit, motivate, and retain an effective Customers Success organization, driving employee engagement, satisfaction, and morale.
• Focus on building and growing customer relationships, some of the key KPIs and focus areas include but not limited to: Net Revenue Retention, Gross Retention, Logo retention, CSAT and NPS
• As the needs of the business change, focus will shift to accommodate the additional components that go into making the customer journey even more effective at getting value from the customer’s investment in Seeq.

Minimum Qualifications (Knowledge, Skills, and Abilities):

• Confidence working in a fully remote position in a global Enterprise SaaS company.
• Understanding of and track record with a modern playbook for Customer Success
• Functional leadership experience across multiple “post-sales” functions (e.g., Customer Success Management, Professional Services, Customer Support)
• Experience building strong cross-functional relationships.
• Understanding of working with complex solutions globally
• Ability to create and maintain relationships with our C-Level customer executives.
• Establishing and measuring key metrics that focus effort and drive result.
• Strong desire to focus on delighting customers.
• Strong experience in launching programs to improve Customer outcomes and experiences.
• Customer-facing experience with VP and C-level customers across industries
• Experience creating a world class services business that is aligned with Customer Success & Revenue is critical.
• Leadership experience operating at scale.
• Alignment to company values

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee i