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Vice President of Customer Success

Fusion Risk Management

Fusion Risk Management

Customer Service, Sales & Business Development
United States · Remote
Posted on Thursday, May 23, 2024

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