drjobs VP Customer Success

VP Customer Success

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Seattle - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

ConnectWise is an industry and Global leading software company with over 3000 colleagues in North America EMEA and APAC. As a communitydriven software company dedicated to the success of technology solution providers our suite helps over 45000 of our partners manage their businesses better sell more efficiently automate service delivery and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections our colleagues and our community. And we accept all kinds.

Gamechangers innovators cultureloversand humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills giving you the choice of how YOU make a difference.

Curious Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Vice President of Customer Success is responsible for leading a global team of experienced professionals and managers focused on driving adoption retention expansion and advocacy across our SMB customer base. They will have an appetite for innovation and change with a deep expertise in building and scaling digital customer success programs for highvolume SMB customers while also leading a hightouch whiteglove success team for our most strategic accounts.

Essential Duties and Responsibilities:

  • Sets goals and objectives for multiple teams for the achievement of operational results.
  • Functions as the SME of the Customer Success team and provides updates and communication to Executive Leadership.
  • Manages experienced professional and management level colleagues.
  • Develop plans and talent required to optimize the of the Customer Success teams strategies.
  • Manages mentors and coaches to develop a worldclass customer success organization.
  • Coordinates crossfunctional communication to align initiatives and strategies to drive efficiency.
  • Develop and execute a comprehensive customer success strategy that aligns with company goals and drives customer retention renewals growth and satisfaction.
  • Define and lead segmentation strategies across SMB midmarket and enterprise customers with tailored engagement models for each.
  • Build and scale a digitalled customer success motion that includes automation inproduct guidance customer journeys and techtouch campaigns for the SMB segment.
  • Leverage tools like Gainsight and Salesforce to deliver scalable and datadriven customer success experiences while partnering with Marketing and our Learning teams.
  • Oversee the hightouch success team responsible for onboarding training strategic guidance and relationship management for key Strategic accounts.
  • Ensure high levels of NRR CSAT and customer advocacy in this segment.
  • Foster a culture of accountability customercentricity and continuous improvement.
  • Cultivate a culture space that focuses on career development.
  • Own the endtoend customer journey from onboarding and adoption to renewal and advocacy.
  • Partner crossfunctionally with Sales Services Product Marketing and Support to create seamless and valuable customer experience.
  • Help evolve KPIs and dashboards to track customer health engagement and team performance.
  • Regularly report on customer outcomes churn/retention trends and success impact to the executive team must be data driven.

Knowledge Skills and/or Abilities Required:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Exceptional leadership and customer service skills
  • Ability to effectively communicate complex problems and information that is understandable to colleagues crossfunctionally
  • Willingness to work in a team environment
  • Strong organizational skills to give the team direction
  • Professional presence suitable for interaction in meetings inperson or via email as well as at internal and external facing events
  • Excellent presentation and communication skills
  • Demonstrated ability to lead and inspire large distributed global teams.
  • Excellent communication strategic thinking and executive presence.
  • Passion for customer success and delivering bestinclass experiences
  • Strong desire to innovate and be curious.

Educational/Vocational/Previous Experience Recommendations:

  • Bachelors degree in related field or equivalent business experience
  • 10 years of experience in Customer Success with 5 years in senior leadership roles
  • Proven experience supporting SMB customers at scale through digital success models in a SaaS model.
  • Track record of building and optimizing whiteglove hightouch programs for enterprise clients.

Working Conditions:

  • Onsite/Hybrid/Remote depending on location
  • 3040 travel may be required (regional and international)

ConnectWise is an Equal Opportunity Employer dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race ethnicity color religion age sex (including pregnancy) sexual orientation gender gender identity or expression ancestry national origin citizenship status physical or mental disability genetic information military/veteran status marital status familial or parental status or any other characteristic or status protected by applicable federal state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process please contact us at or.


Required Experience:

Exec

Employment Type

Full Time

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.