Job Description

The Vice President, Customer Success is a strategic leader responsible for delivering an exceptional customer experience that aligns with Spear's mission of empowering dentists and their teams to excel through our online platforms, in-person campus experiences, and consulting services. This leader will ensure our customers realize the full value of our products, engage consistently, and are positioned for upsell and expansion opportunities.

As a key member of the leadership team, the VP will collaborate closely with sales, marketing, and other customer-facing teams to define and execute an ideal customer journey. They will lead efforts to increase client retention, satisfaction, and lifetime value through innovative strategies and a customer-centric approach.

Key Responsibilities

Leadership and Strategy

• Develop and execute the strategic vision for the Customer Success organization, ensuring alignment with broader company objectives.
• Lead and inspire the Customer Success team to deliver exceptional experiences through online platforms, in-person interactions, and consulting engagements.
• Drive customer-centric initiatives to increase satisfaction, retention, and expansion.
• Establish and track KPIs to measure the effectiveness and impact of customer success programs.

Customer Journey Optimization

• Collaborate with sales, marketing, and product teams to design and deliver a seamless customer success journey across all communication channels and touchpoints.
• Ensure the team effectively communicates the value of products and services to drive customer engagement and loyalty.
• Implement scalable processes and tools that enhance customer experience and operational efficiency.

Team Leadership and Development

• Build, mentor, and manage a high-performing Customer Success team, fostering a culture of excellence and collaboration.
• Empower team members to adopt a consultative approach in conversations with customers, focusing on their unique needs and objectives.
• Provide ongoing training and development opportunities to ensure team growth and success.

Customer Engagement and Retention

• Oversee customer onboarding, engagement, and retention strategies, ensuring customers achieve their desired outcomes with our products and services.
• Identify opportunities for upselling and cross-selling through strategic customer engagement.
• Act as an advocate for the customer within the organization, ensuring their feedback is heard and addressed.

Qualifications

• Bachelor’s degree in business, marketing, or a related field; MBA or equivalent experience preferred.
• 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership capacity.
• Proven track record of driving customer retention, satisfaction, and growth in a SaaS or service-oriented business.
• Strong strategic thinking and problem-solving skills with the ability to translate vision into actionable plans.
• Exceptional communication, relationship-building, and negotiation skills.
• Experience designing and implementing scalable customer success processes and tools.
• Familiarity with dental or healthcare industries is a plus

Additional Information

What Spear Offers

As the leader in our industry, we rely on the creativity and expertise of our people to deliver the best for our clients. In return, we invest in our employees by offering a diverse suite of benefits. We believe in offering choice and flexibility to keep our employees and their families healthy and happy today forward.

• ** Great Work/Life Balance **- Unlimited time off program along with paid time off for volunteering. We also have shorter meetings times to help support a healthy work life balance for all employees!
• _ Comprehensive Health & Wellness Benefits_ - Medical (including your pets!), Dental, & Vision benefits and a 401k with a generous match. We also offer Maternity & Paternity Leave, and a Mental Health Day.
• _ Company Sponsored Events_ - Think costume contests, annual Wellness Day, May the 4th be with you, Friday afternoon "Get Giphy With It", team builders, and 5k’s!
• _ Career Development Pathways_ - Career development through continuous coaching, training, and on the job learning along with an annual review process.
• _ Employee Recognition_ - We celebrate one another's efforts and accomplishments by using Nectar, our employee recognition platform. Employees are recognized and rewarded with points that can be redeemed for swag or gift cards in the Rewards Mall!
• _ DE &I _- We care about each other and have our Spear Collective groups to support this to ensure everyone feels a strong sense of belonging.
• _ Transparent Communication_ - We believe in a collaborative and trustworthy workplace with monthly Company Wide All Hands Meetings and weekly 1:1's. We also send out weekly Office Vibe surveys to all employees for insights and feedback - we listen so we can make positive changes!

_ Spear Education deeply values diversity and what it brings to our communities and our organization._

Everyone is welcomed here, regardless of how you look, your physical abilities, where you come from, when you were born, what you believe in, how you identify, who you love, how you think, and whether or not you have served.

We seek to create a culture where each person feels heard, supported and engaged in a positive, empathetic way.

We are allies in, and advocates for, our shared humanity.

All your information will be kept confidential according to EEO guidelines.