Job Description

OVERVIEW
The Vice President, Customer Success is a proven leader with a history of scaling customer success organizations. The Vice President of Customer Success will spearhead the development of innovative partnership strategies, oversee the onboarding of our customer portfolio and new product offerings, and provide dynamic day-to-day operational leadership to our Customer Success teams. This pivotal role will drive customer satisfaction, retention, and growth while fostering a culture of excellence within the organization. This role works collaboratively with other executives and management to develop and execute on the company’s customer experience and profitable growth strategies. The ability to develop and lead a strong, knowledgeable, proactive team while implementing new business partnerships is critical for success in this role.

ESSENTIAL DUTIES
The essential duties and responsibilities for this position include, but are not limited to:

• Develop and implement customer retention, customer success and call center strategies to deliver an exceptional customer experience and drive customer loyalty.
• Provide executive-level leadership and operational management for cross-functional initiatives that directly impact overall customer success and drive customer retention and revenue growth.
• Develop and implement new business partnerships and products that we can offer our customer base, driving significant revenue growth.
• Review current processes and procedures and make efficiency improvements that lead transformational growth while ensuring an excellent customer experience.
• Build, motivate, evaluate, and retain a high performing team that adds significant support and value to our customers and the business.
• Manage, coach and provide leadership to internal leaders and staff to achieve goals with an emphasis on continual learning and professional development.
• Determine team staffing needs and manage new talent interviewing, selection, and hiring processes.
• Lead sub-departmental financial management, including budget planning initiatives, resource and capacity planning, reporting, and monitoring of expenses.
• Work with the Customer Experience team to analyze customer feedback and identify process improvement opportunities within the Customer Success team to drive exceptional customer experience.
• Anticipate, plan for, and react to changes in the product portfolio to mitigate impacts to business
• Conduct contact center forecasting, incentive planning and budgeting annually.
• Implement and drive contact center metrics and reporting to identify opportunities for development and drive accountability through data and reporting.
• Analyze key contact center metrics to identify projects that reduce call volume and improve customer experience and retention.
• Develop, implement, and track production levels and service standards.
• Work with technical support to maintain and continuously improve the CRM platforms we employ.
• Perform other duties as assigned.

Qualifications

POSITION REQUIREMENTS
The requirements to fulfill this position are as follows:

• Bachelor’s Degree in Business Administration or similar concentration.
• 15+ years of enterprise-level customer success experience.
• Proven track record of success developing and engaging a team, managing teams in a high-pace, high- growth work environment and achieving customer retention and expansion sales goals.
• Significant experience leading an organization through complex business improvements.
• Hands on experience taking a strategy, developing processes, and implementing changes.
• Experience and comfort interacting with, presenting to, and influencing C- level executives.
• Working knowledge of leading customer service methodologies for contact centers and demonstrated ability to deliver world-class customer experience.
• Operational experience in problem solving with demonstrated ability to innovate and achieve goals.
• Strong sense of accountability and ownership.
• Strong attention to detail and accuracy with excellent written, verbal, and interpersonal communication skills.

Additional Information

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

• Competitive Compensation
• Medical, Dental and vision benefits after a short waiting period
• 401(k) matching program
• Life Insurance, and Short-term and Long-term Disability Insurance
• Optional enrollment includes HSA/FSA, AD&D, Spousal/Dependent Life Insurance, Travel Assist and Legal Plan
• Generous paid time off (PTO) program starting off at 15 days your first year
• 15 paid Holidays (includes holiday break between Christmas and New Years)
• 10 days of Paid Parental Leave and 5 days of Paid Birth Recovery Leave
• Annual Volunteer Time Off (VTO) and a donation matching program
• Employee Assistance Program (EAP) - health and well-being on and off the job
• Rewards and Recognition
• Diverse, inclusive and welcoming culture
• Training program and ongoing support throughout your Venture Spring Venture Group career

Security Responsibilities:

• Operating in alignment with policies and standards
• Reporting Security Incidents Completing assigned training
• Protecting assigned organizational assets

Spring Venture Group is an Equal Opportunity Employer