VP of Customer Success

Come join the #1 AI powered Service provider for students, faculty, and staff in higher education.

Competitive Salary
Bonus - up to $30K
PTO
401k
Dental/Medical Benefits
Fully Remote with 25% travel

Job Details:

We are a leading player in the technology industry and are seeking a dynamic, experienced, and strategic leader to join our team as the VP of Customer Success. The successful candidate will be responsible for leading and managing our customer success team to ensure the highest levels of customer satisfaction, retention, and growth. This role requires someone with a deep understanding of the edtech or higher education industry, SaaS experience, and a strong background in customer-facing organizations. It involves working closely with our sales team, and driving post-sale customer interactions.

Responsibilities:

1. Develop and implement customer success strategies that drive customer loyalty, retention, and revenue growth.
2. Lead and manage the customer success team to deliver exceptional customer service and support.
3. Collaborate with the sales team to ensure smooth transitions from sales to customer success, maximizing value for both the customer and the company.
4. Establish key performance indicators to measure and improve customer satisfaction and success.
6. Develop and maintain strong relationships with key customers, understanding their needs, and ensuring their success with our products and services.
7. Stay updated with the latest trends and developments in the edtech/higher education industry and SaaS, and leverage this knowledge to drive customer success.

Qualifications:

1. Minimum of 10 years of experience in customer-facing organizations, with at least 5 years in a leadership role.
2. Proven experience in the edtech or higher education industry.
3. Extensive experience with SaaS, including knowledge of SaaS metrics and how to drive customer success in a SaaS environment.
4. Solid experience in post-sale and sales, with a proven track record of driving customer retention and growth.
5. Experience with BPO and contact center operations, with a deep understanding of call center dynamics.
6. Exceptional leadership skills, with the ability to inspire and motivate a team to deliver exceptional performance.
7. Excellent communication and relationship-building skills, with the ability to engage with customers at all levels.
8. Strong strategic thinking and problem-solving skills, with the ability to develop and implement effective customer success strategies.
9. Bachelor's degree in Business, Marketing, or a related field. An MBA or equivalent advanced degree would be a plus.