Vice President Customer Success
Vice President Customer Success
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Job Description
Why should you consider joining Auvik
- You want to work at a company that is building impactful relevant technology. Auviks network management software helps IT teams by automating timeconsuming tasks streamlining operations and mitigating risk. Its more important than ever to be able to remotely monitor and manage network infrastructure and with Auvik IT professionals have that essential visibility and control.
- You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced knowledgeable approachable and consistently working hard to drive success both for the company and the team of people who make it happen.
- You want to work with a product customers love. People rave about what weve built. Our customers are smart aspirational and highly technical. It pays to get the details right.
- You want regular opportunities for learning and growth. With ongoing feedback from leadership youll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure youre prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.
- You want the flexibility to manage your work your way. Were a fully distributed team and were prepared to continue to support working from home (or the space you choose!. We trust you to get the job done where you feel most comfortable and effective.
Whats this role about
We are looking for a VP Customer Success to lead our postsales customer engagement functions drive retention and maximize revenue expansion opportunities. This strategic leader will be responsible for delivering an outstanding customer experience across the entire customer journey. They will oversee our Customer Success Account Management Onboarding (including Customer Training) and Digital Customer Success teams and will be responsible for ensuring our customers achieve their desired outcomes while delivering on our gross and net retention targets.
The ideal candidate will be a customer obsessed datadriven leader with a strong background in customer retention (renewals) expansion (upsell/crosssell) and operational excellence in a fastpaced SaaSdriven environment. They will collaborate closely with Sales Leadership Revenue Operations Technical Support Product Marketing and Product Management to advocate for and amplify the voice of our customers throughout the organization and ensure that our processes and priorities are optimized to deliver a best in class customer experience.
What will I be doing
Retention & Revenue Growth
- Oversee and optimize the existing renewal and customer growth processes to focus on proactive customer engagement delivering customer value and maximizing gross and net retention.
- Implement datadriven strategies to forecast churn upgrade and cross sell revenue increasing customer lifetime value.
- Design and implement proactive expansion and risk mitigation strategies that help drive business results for both our customers and Auvik including revenue growth and improved gross retention.
- Partner with Sales Product and Marketing to drive customer advocacy referrals and longterm loyalty.
Customer Success Leadership
- Lead Customer Success Account Management Onboarding and Digital Customer Success teams ensuring a best in class seamless customer experience between groups.
- Optimize the existing customer engagement strategy to align with customer needs business growth and product adoption.
- Collaborate with Revenue Operations to develop predictive customer health scoring models that proactively identify risks and opportunities for expansion.
- Develop and oversee bestinclass processes for onboarding product adoption value realization renewal and advocacy.
- Build a lead a high performing team
Operational Excellence
- Oversee the entire customer journey from sales to onboarding handoff through ongoing renewal and growth ensuring a consistent positive customer experience.
- Drive consistent of team processes reinforcing best practices throughout the entire customer journey.
- Optimize and refine customer segmentation and engagement strategies to ensure that we deliver best in class customer experiences at scale.
- Optimize team structure processes and tooling to improve efficiency and effectiveness across all functions.
CrossFunctional Collaboration
- Partner with Sales and Product to align customer feedback with roadmap priorities and revenue goals.
- Work with Marketing to drive customer growth and advocacy (case studies testimonials referrals).
- Collaborate with Finance and RevOps to forecast and track retention and expansion revenue.
What are we looking for
- 10 years of experience in Customer Success Account Management or PostSales Leadership preferably in B2B SaaS.
- Proven ability to deliver retention and expansion revenue targets in a subscriptionbased business model.
- Strong leadership skills with experience scaling and managing multiple teams across Customer Success Account Management and Onboarding.
- Datadriven mindset with expertise in customer health analytics NPS CSAT and retention forecasting.
- Experience with customer lifecycle automation CRM platforms and digital success strategies.
- Exceptional ability to build executive relationships and drive strategic customer conversations.
- Ability to lead through change drive innovation and implement scalable processes.
About Auvik
Auvik makes network management easier. Our software provides the visibility and automation IT professionals need to focus on the work that delivers the greatest value to their organization. Today Auvik helps IT teams manage more than four million devices on over 50000 networks worldwide.
Auvik is one of the fastest growing North American technology companies and is winner of the Deloitte Technology Fast 50 Deloitte Fast 500 and was recognized as the #1 ranked Canadian company in the FT Americas Fastest Growing Companies list.
Were focused on building a diverse and inclusive workforce. If youre excited about this role but do not meet 100 of the qualifications listed above we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well. Dont have a working webcam We will help you find a space you can conduct your interview from Have kids or pets in the background Dont worry about it. Just let us know what you need when we reach out to schedule and we will make it work!
Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race colour religion sex orientation national origin age disability genetics or any other basis forbidden under federal provincial or local law.
Compensation Details:
At Auvik our compensation philosophy is to be market competitive reward performance reflect our commitment to equity and maintain transparency with our employees. We have defined job levels and compensation ranges for each of our markets we employ based on research from various sources of market data which are reviewed on a regular basis.
The hiring range for this position is listed below. Compensation offered for candidates in this role is based on a number of factors including jobrelated skills knowledge and experience. These factors may cause your compensation to vary within the range outlined below.
In addition to cash compensation all fulltime employees are granted stock options to share in Auviks future successes. Auvik employees are eligible to participate in additional benefits and programs including our comprehensive health and dental benefits plan Wellness spending account GRSP matching program flexible paid time off paid parental leave program and are eligible for remote working subsidies.
Required Experience:
Chief
Employment Type
Full Time
