Vice President of Customer Success
Fusion Risk Management
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See open jobs at Fusion Risk Management.See open jobs similar to "Vice President of Customer Success" Level Equity.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
This job is no longer accepting applications
See open jobs at Fusion Risk Management.See open jobs similar to "Vice President of Customer Success" Level Equity.