VP of Customer Success
VP of Customer Success
Posted on :
23-04-2025
Employer Active
1 Vacancy
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Job Description
About the Role
Were looking for a handson commercially savvy VP of Customer Success to lead our postsales function at Plexus. Right now this role is in the thick of itworking directly with enterprise customers resolving escalations driving renewals and helping the team deliver consistently excellent outcomes.
But this isnt just about the daytoday. Over the next two years this role will evolve into a strategic leadership position overseeing the broader customer lifecycle including Support and our Fulfilment functions; helping us operationalise the function and scale it for longterm success. If youre looking for a rare opportunity to own and shape a CS function from the inside out wed love to hear from you.
Youll report directly to the CRO and partner closely with the Commercial team to ensure were building what we sell and selling what we build.
Key Responsibilities
- Own customer retention and renewal driving Net Revenue Retention from 105 to 115.
- Work shouldertoshoulder with your team on escalations renewals and daytoday client success in the immediate term.
- Strengthen alignment with the Commercial team to ensure a seamless loweffort highvalue customer experience.
- Operationalise client strategy: reduce support tickets increase adoption reduce time to live and expand usage.
- Coach and develop a highperforming team across Customer Success & Implementation.
- Use data and analytics to drive predictability in revenue and inform product direction.
- Prepare the function to absorb Support and Customer Fulfilment over the next 24 months.
- Lead with urgency clarity and structureturning strategy into .
About You
- Youre a commercial operator who knows how to retain and grow enterprise customers.
- You thrive in ambiguity and love building repeatable systems and processes.
- Youve scaled success teams before and youre equally comfortable jumping into the weeds.
- Youre datadriven outcomefocused and clearheaded in tough situations.
- Youre confident managing senior stakeholders and presenting at executivelevel meetings.
- You have lead cross functional teams of 15 previously at global scale.
Your Leadership Style
- You lead from the frontwilling to coach live step in on tough renewals and fill capability gaps.
- You set a high bar but create a culture where people want to meet it.
- You align teams by building trust across functionsparticularly with Sales Product and Marketing.
- You up the cadence: removing friction speeding up feedback loops and building momentum.
Why Join Plexus
- Youll be part of a company thats reshaping the legal industry and scaling fastwith clients like CocaCola LOral and Woolworths behind us.
- Youll join a curious highperforming zeropolitics team that believes in growth mindset positive intent and being the best version of ourselves.
- Plexus is a place where your voice matters your ideas are actioned and your career moves forward. We offer unlimited training and development opportunities in a culture thats supportive inclusive and high energy.
Plexus is an equal opportunity employer. We welcome and encourage applications from all backgrounds communities and industries and are committed to having a diverse team who together will kick huge exciting and impactful goals.
Required Experience:
Exec
Employment Type
Full-Time
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