Job Description

(US Only)

Bonusly is hiring a VP, Customer Success to ensure that our customers achieve their desired outcomes using Bonusly, and thus serves as a vital leader to achieving our revenue goals. You will utilize your love of data 📈 and expertise for creating repeatable, scalable processes 🔁 to ensure our customers are receiving massive value from our product. 

You won't be doing this work alone! You will be entrusted with the rewarding work of forecasting headcount, actively recruiting new hires, creating training and onboarding processes, and ensuring your team members have what they need to be successful. You will oversee our CS organization which includes Customer Success activities (onboarding, education, support, adoption, retention, etc.) and outcomes (renewals, upsell, etc.). You will directly affect the satisfaction, retention, and growth of both our amazing customers and stellar employees!

At Bonusly, you’ll…

• Drive CS outcomes through increased renewal and expansion rates, decreased churn, improved customer health scores, and driving advocacy and reference-ability. 
• Define and optimize customer lifecycle by mapping customer journey with standardized intervention points and identifying opportunities for continuous improvement.
• Work closely with your counterparts on the executive leadership team to ensure business goals are met.
• Manage customer success teams from onboarding and training to support, renewals and expansion.
• Measure effectiveness of customer success by defining, tracking, and measuring metrics within the team.
• Closely monitor accounts to spot churn risks and implement proactive interventions. 
• Enhance effectiveness and efficiency of the team through technology.
• Develop a company-wide culture of customer success that inspires customer marketing strategies, product roadmap, selling with a retention focus, ideal customer profile, and customer feedback loops.
• Build and lead a world class customer success team by investing in recruiting and onboarding processes. 
• Keep up with HR industry trends to be able to better understand and advise our customers.

💚 You’re a great fit if you…

• Have proven success leading the Customer Success organization at a high growth SaaS company.
• Have strong empathy for customers AND passion for revenue and growth
• Think and act strategically, gaining trust and buy-in from team members at all levels of the organization.
• Deep understanding of value drivers in SaaS/recurring revenue business models 
• Anticipate how the CS team will impact other teams within the organization and ensure there is effective communication among those groups 
• Have experience with building teams and have a passion for creating training processes to get new team members up to speed quickly.
• Understand how to create processes and systems that multiply the capacity of your team.
• Are deeply familiar with Customer Success tooling, such as Intercom, Zendesk, and Gainsight.
• Are highly independent, process-driven, data-obsessed, and organized.

💯 You should apply if you...

• Have led Customer Success teams at high growth, venture backed SaaS companies, with annual recurring revenues greater than $10 million, growing at least 80% YoY. 
• Have measured and modeled the performance of your team(s) to inform business decisions.
• Can articulate the progress and setbacks of your team to all levels of an organization, including executive management teams, board of directors meetings and company all-hands presentations.

Compensation:

• Base Salary: $200,000-215,000
• Merit Bonus: $35,000 - $55,000
• Equity Range: 0.45% - 0.8%