The Role

The Vice President of Customer Success is responsible for leading a team of Customer Success Managers (CSMs) to drive client adoption, retention, and overall account growth. The successful candidate will play a critical role in driving customer retention, expansion, and advocacy, while also fostering strong relationships with clients. This is a strategic leadership position that requires a deep understanding of SaaS business models, strong communication and leadership skills, experience scaling teams to meet growing business needs, and a passion for delivering exceptional customer experiences.

Key responsibilities of this role:

Leadership and Team Management

• Lead and manage a team of Customer Success Managers, providing guidance, coaching, and support to ensure the team's success in achieving client satisfaction and retention goals
• Set clear objectives and performance expectations for the team, fostering a culture of accountability and continual learning
• Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Professional Services, Engineering, and Support to ensure a holistic approach to customer success aligned with overall company objectives

Customer Success Strategy

• Develop and execute the customer success strategy to drive adoption, account growth, and retention
• Standardize and drive continuous improvement of processes, best practices, tools, and playbooks to ensure consistent delivery of customer experience
• Monitor and analyze customer success metrics and KPIs to identify trends, and opportunities; take proactive measures to address areas for improvement
• Drive successful resolution of escalations from direct reports, colleagues, and clients
• Engage in continuing education to stay current on industry trends, best practices, and emerging technologies

Customer Advocacy

• Maintain a working knowledge of all Fusion-supported products and technologies
• Capture and provide "voice of the customer" feedback and suggestions related to new and incremental product features to Product Management
• Collaborate with Marketing to develop customer success stories, testimonials, and case studies

Knowledge, Skills, and Abilities

• Exceptional leadership and management skills with a track record of building and developing high-performing client-facing teams
• Excellent verbal/written communication and organizational skills
• Strong bias to action
• Solid executive presence with demonstrated experience presenting to C-suite or senior executive stakeholders
• Strategic thinker with the ability to drive customer success initiatives and exceed business goals
• Analytical mindset with the ability to leverage data and metrics to identify trends and take appropriate action on areas of improvement
• Effective at fostering and developing high-performing teams
• Ability to work well independently and in a cross-functional environment
• Positive, customer-centric attitude
• Curious nature with a passion for continual learning
• Ability to simultaneously manage numerous workstreams and adhere to deadlines
• Experience managing escalations with well-developed problem-solving skills and ability to drive execution of potential solutions
• Ability to make sound decisions based on customer needs and metrics
• Willingness to travel up to 25% of the time

Qualifications 

• Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred
• Proven experience (10+ years) leading teams in a customer relationship role, with a SaaS or technology company, with at least 5 of those years in a senior leadership role

Milestones for the First Six Months

 In one month, you'll:

• Get to know and assess current talent on your team
• Build strong partnerships with key stakeholders across the organization, including Account Management, Professional Services, Support, Product, and Marketing
• Review and assess current customer success strategy, processes, and tools
• Gain an understanding of the client base, including key strategic accounts

In three months, you'll:

• Drive team engagement and execution against KPIs and goals
• Manage all client escalations to successful resolution
• Gain an understanding of the Fusion Framework, Customer Journey, and product strategy
• Suggest and implement updates/additions to the customer success strategy and processes
• Collaborate with Sales and Marketing to develop a comprehensive client onboarding program
• Engage with key clients to understand their needs, challenges, and opportunities for growth

In six months, you'll:

• Understand any gaps in current customer success processes and proactively drive strategies to address them
• Drive changes to the customer success program to incorporate overall Fusion strategy and product direction
• Present customer success updates and insights to executive leadership
• Attend at least one Fusion event (RUG, Compass, etc.)

Disclaimers

This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.