VP, Customer Success

Position type: Full time 

Reports to: Chief Customer Officer

FLSA Status: Exempt

Summary / Objective:

The VP of Customer Success, will own the mission, strategy and execution of the Customer Success Organization, which is responsible for ensuring QGenda’s customers realize the maximum value of QGenda’s products. Helping our customer to achieve their business objectives is your #1 priority! As the VP of Customer Success, you will have the opportunity to evolve and grow a large team of Customer Success professionals, while defining the go forward strategy to scale the organization for explosive growth.

Responsibilities:

• Deliver transformational leadership within the organization through setting and communicating the strategic direction to scale the CS organization.
• Drive synergies between the Customer Success, Professional Services (PS) & Support organizations to provide a seamless customer experience that accelerates customer value and improves employee happiness, without jeopardizing customer satisfaction.
• Bring a deep understanding of a wide variety of industry and business challenges resulting in a proven ability to challenge thinking & appropriately express viewpoints for the good of the CS organization and the customer.
• Lead the delivery and execution of Customer Success to ensure current and future programs and practices help our customers achieve their goals but also ensure Net Retention goals for the company.
• Collaborate with Go-to-Market leadership teams and Product Development to communicate the voice of the customer, in order to influence the product roadmap, sales behavior, and marketing strategies.
• Partner closely with the other leaders within the department & cross functionally (e.g., PS, CX Operations, Sales, Marketing, and CX Business Management) to establish interdepartmental operating workflows and that can scale as we grow.
• Create an environment that allows our customer focused culture to thrive within the CS team and the company by exemplifying a people and customer first mentality.
• Develop relationships with executives at our top accounts and leverage those relationships to ensure we stay on the cutting edge of the market and that the CS team has the “air cover” to continuously expand their accounts.
• Champion the consistent use of tools and automation throughout the organization to enable efficiency and consistency.
• Architect and drive a multiple customer touch strategy including the right tools, marketing programs and training to ensure customer success.
• Continuously evolve the delivery structure to better serve our customers, while gaining efficiencies that improve cost to deliver.
• Define and monitor key leading indicators and lagging metrics to ensure all levels of the organization are performing as expected.
• Ensure organization is executing on customer success plans that help the customer reach their goals, minimize risk of churn, and highlight market opportunities to add additional value.
• Coach and guide directors to become strategic leaders vs. tactical “fire fighters.”
• Enable line level managers to manage, measure and monitor the performance of their teams through detailed manager training while enabling monitoring through tooling.
• Yearly goals and budget planning.
• P&L management

Knowledge, Skills, and Abilities:

• Proven ability to interact across organizations to deliver complex programs that result in efficiency gain.
• Ability to effectively communicate strategy and vision and motivate large groups of employees.
• Demonstrated success in P&L execution and management.

Requirements:

• 10+ years’ experience supporting customers in a SaaS products and service company.
• 8+ years’ experience leading a CS organization of 100+ employees in a SaaS company.
• Health care industry knowledge a plus.