SVP, Enterprise Sales & CS

Owning everything post-sales, Vice President of Customer Success will be an executive with a demonstrated track record of success working for global organizations that have a reputation for outstanding performance. This individual will be someone who has consistently overachieved in high growth environments and has actively contributed to building high-performance, customer-centric organizations.

The role will require an individual to establish results and an accountability based culture while infusing an appropriate level of process and prioritization. The VP of Customer Success will be an influential leader, developer of talent and should also have a demonstrated track record of recruiting and fielding an "A" team of customer success, services and account management executives.

What You’ll Do:

• Build and lead a North American Customer Success organization across all levels
• Build relationships with internal teams to develop and implement plans that provide increased value to the business.
• Collaborate with the executive leadership team to define and coordinate the company’s business and customer care strategies with a strong focus on customer satisfaction/retention, employee enrichment and growth in owner value.
• Create a work environment that continually promotes quality and employee effectiveness, consistently attracts new talent to the business at all levels, and retains key high performers and high potential employees.
• Focus on quality to improve operational excellence as well as streamline and standardize external processes.
• Review and evaluate, on a continuing basis, the unit’s performance against annual operating and strategic goals.
• Build the operating model and playbook of best practices around improving empathy and delivering a higher degree of predictability and customer care.
• Create metrics driven solutions to help win and retain additional business while keeping a focus not only on efficiency metrics, but also on effectiveness metrics to expand the business.
• Serve as executive representative for Tr externally across the industry and act as the company’s customer support representative in the marketplace with its major customers, vendors and partners.

What We’re Looking For:

• At least 10 years’ experience in SaaS/ Consulting/Financial Services with 5 years in a senior leadership position
• Have prior experience working with multiple accounts simultaneously and comfortable with SMB, mid-market, and enterprise engagement cycles
• Proven leader and motivator, with deep experience building and leading large customer success organizations
• Created road maps and strategies to manage the first cycle of implementations with the ability to optimize around upsell and renewals
• Has driven organizations through rapid growth and expansion at scale, and understands the criticality of operational excellence
• Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front”
• Has successfully evaluated internal customer care processes and work-flows and has clearly revamped/optimized/monetized processes

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.

For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.Pay Range$352,000—$500,000 USD