VP, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and spearhead Bonusly's comprehensive Customer Success and Support strategy

• Enhance the customer journey through onboarding, adoption, value realization, retention, expansion, and advocacy

• Lead, manage, recruit, hire, and nurture the Customer Success team

• Establish and showcase measurable customer ROI derived from Bonusly's solutions

• Collaborate with Sales, Marketing, Product Development, Customer Programs, and Enablement to create a cohesive customer journey

• Identify and direct initiatives for upselling, cross-selling, professional services, and customer expansion

• Develop and refine Rules of Engagement with Sales leadership

• Act as the voice of the customer to the Product and Engineering teams utilizing data-driven feedback

• Build and sustain strategic relationships with key customer stakeholders

• Provide executive oversight for critical accounts and address executive escalations

• Promote operational excellence, continuous improvement, and reliable execution

• Oversee the Customer Success organization's budget and resource distribution

• Represent Bonusly at external industry events, conferences, and thought leadership initiatives

⛳️ Requirements

• 8+ years of progressive leadership experience in Customer Success, Account Management, or post-sales roles within a B2B SaaS setting

• Minimum of 3+ years in leadership positions (Director-level or higher)

• Demonstrated success in managing multi-level teams (managers of managers) and scaling organizations during periods of significant growth

• In-depth knowledge of SaaS business models, customer lifecycle management, retention, expansion, and advocacy

• Strong preference for experience in HR Tech, Employee Engagement, or Performance Management

• Understanding of relevant buyer personas and industry intricacies

• Proficiency in strategic business planning and financial management, including budget ownership, forecasting, and data-driven KPIs

• Outstanding analytical and problem-solving abilities

• Skill in converting complex data into actionable strategies and narratives for executive audiences

• Experience in developing and implementing customer success models, including high-touch, tech-touch, community-led, and managed services

• Strong grasp of sales methodologies and their relationship with customer success

• Adaptability, resilience, resourcefulness, and the ability to excel in a dynamic startup environment

• Capability to navigate ambiguity with strategic foresight

🏝️ Benefits

• Comprehensive health, dental, and vision insurance

• Competitive salary and performance-based bonuses

• Flexible work hours and remote work options

• Generous vacation policy and paid time off

• Professional development opportunities and support for continued learning