VP of Customer Success

Description
Location: St. Petersburg, FL
Hybrid (3/week in office)
Position Overview:
We are seeking an experienced and strategic VP of Customer Success to lead our customer success team, ensuring our clients achieve their desired outcomes and maximize their value from vcita's SaaS solutions. As one of the most senior and crucial roles at vcita, this role requires a visionary leader who can drive customer adoption, retention, and growth out of deep familiarity with the SaaS world and what makes clients' journeys a success.
This role will report directly to the Chief Customer Officer.
About Us
vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from.
With vcita, you can track and perform all your daily tasks, from the "first hello" to the last invoice:
charge and collect payments, invite clients to book you online, create branded invoices and quotes, and send SMS appointment reminders - all in a few simple clicks, from one single app.
Founded in 2010 by a team of four, vcita set out to change the way people turn their passions into a business. Today, as a market leader in the small and medium-sized business management space, the company has grown to a team of over 150 but remains focused on the original goal. Tailored specifically for service providers, our software continues to redefine the way they interact with their clients - by driving more opportunities from the web, mobile, email, and social with ease of use designed for the average person.
Our teams are based out of Tel Aviv Israel, Bellevue Washington, and St. Petersburg Florida.
Responsibilities:

• Leadership and Management: Lead, mentor, and inspire a team of +20 customer success managers based around the globe, fostering a culture of excellence, collaboration, and continuous improvement.
• Strategy Development: Develop and implement a comprehensive customer success strategy that aligns with vcita's business goals and drives customer adoption, retention, and growth.
• Customer Engagement: Oversee the customer lifecycle, ensuring proactive engagement, effective onboarding, and ongoing support to help customers achieve their business objectives.
• Performance Metrics: Define, track, and analyze KPIs to measure the success of the customer success team and identify areas for improvement.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and collaborating with product, sales, and marketing teams to enhance the customer experience.
• Process Optimization: Continuously evaluate and improve customer success processes, tools, and methodologies to enhance efficiency and effectiveness.
• Reporting: Provide regular reports and data insights to senior leadership on customer success metrics, trends, and initiatives.
• Cross Company Global Collaboration: Work closely with Channel Sales and Channel Success Teams to Enhance Partner Initiatives and collaborate with teams in multi locations and time zones.

Requirements:

• Minimum of 10 years of experience in customer success or related roles, with at least 5 years in a leadership position managing a large team, preferably in SaaS companies serving the SMB market.
• Versed in a one-to-many CSM environment
• Experience managing sales teams is a plus.
• Experience working with partners and channels, with the ability to present data and articulate work processes to senior executives.
• Proven experience in the SaaS industry, with a deep understanding of customer success best practices and methodologies.
• Data-driven, analytical mindset with extensive experience in leveraging complex data and metrics to draw insights, inform decision-making, and drive continuous improvement.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.

Benefits

• Competitive pay and stock options.
• Comprehensive health benefits package- 100% of premiums paid for health, dental, vision, life and disability.
• 50% of Dependents' premiums.
• 401k with employer match.
• Flexible Spending Accounts.
• Observed holidays, generous PTO.
• Generous Parental Leave plan.
• Frequent team events and perks with a culture of collaboration, fun and mutual support.

Disclaimer: vcita is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, faith, gender, gender identity or expression, sex, sexual orientation or stereotyping, national origin, genetics, age, ancestry, ethnicity, medical condition, pregnancy, marital status, partnership status, family or parental status, physical or mental disability military or veteran status, citizenship status, or any other status protected by applicable law.
vcita is an E-verify employer.