VP, Client Success

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Lead, guide, and inspire the client success team.

• Cultivate an environment of excellence, teamwork, and ongoing enhancement.

• Establish performance standards, objectives, and OKRs for team members.

• Evaluate team performance and provide constructive feedback.

• Ensure the team is equipped with the necessary tools, resources, and training to deliver exceptional customer experiences.

• Design and execute a customer success strategy that aligns with the company's objectives.

• Analyze customer data, trends, and feedback to enhance satisfaction, retention, and growth.

• Develop and sustain relationships with key clients, advocating for their needs within the organization.

• Proactively engage with clients to comprehend their objectives, challenges, and opportunities.

• Offer strategic guidance and support.

• Supervise the onboarding process for new clients.

• Collaborate with sales and product development teams to promote product adoption and customer success.

• Create initiatives to enhance retention, minimize churn, and boost customer lifetime value.

• Identify opportunities for upselling and cross-selling, collaborating with sales to drive revenue growth.

• Define and monitor KPIs for client success initiatives.

• Present customer success metrics and recommendations to senior management.

• Gather customer feedback, testimonials, and case studies.

• Work alongside marketing and sales to leverage customer success stories in promotional materials.

⛳️ Requirements

• Bachelor's degree in business, marketing, or a related discipline (advanced degree preferred).

• Demonstrated experience, typically 8+ years, in customer success management, account management, or a similar role.

• At least 3–5 years in a leadership capacity.

• Strong grasp of customer success principles, strategies, and best practices.

• Exceptional communication, presentation, and negotiation abilities.

• Capacity to build and sustain relationships with clients at all organizational levels.

• Analytical mindset with the capability to utilize data for informed decision-making.

• Experience in driving customer retention and growth.

• Strong leadership and team management capabilities.

• Proven track record in building and developing high-performing teams.

• Experience collaborating with cross-functional teams, including sales, marketing, and product development.

• Familiarity with customer success software and tools is advantageous.

• Availability during US East Coast working hours is required.

• Willingness to occasionally travel to an office or client site; preference for candidates who can easily travel to Chapel Hill, NC or Bethesda, MD.

• Adequate visual acuity to read documents and view computer screens.

• Ability to communicate effectively in person when applicable and via phone or video conferencing.

• Proficient use of hands for typing, utilizing a mouse, and handling office equipment.

• Occasional lifting of up to 10 pounds.

🏝️ Benefits

• Flexible work schedule.

• 18 PTO days from day one, with additional PTO accrued each year.

• Fifteen (15) paid holidays.

• Medical, dental, and vision coverage.

• Parental leave.

• 401K with company match.

• Company events.

• Referral bonus.

• Opportunities for professional development.

• Home office perks.

• Two office locations.

• Remote-first working environment.

• Autonomy, freedom, and trust.

• Reasonable accommodations for individuals with disabilities.