Vice President, Customer Success
Overview
TalentoHCM has partnered with a high growth health tech company looking for a VP of Customer Success to build and scale the department focused on effective relationships, customer success and upsell that will support 5x companywide growth. An ideal candidate will be someone who has experience in customer success SaaS products to large enterprises.
Responsibilities
You'll be tasked with building out the function and manage a team of 10+ local and offshore teams, taking care of our large enterprise clients in North America. It is therefore of utmost importance that you are independent, self-driven and able to make decisions and drive outcomes on your own given the time zone differences. You will work closely with your peer in sales, program manager and implementation.
Responsibilities:
- Be the trusted advisor our customers seek advice from to improve their experience and develop repeatable implementation and onboarding strategies for our customers.
- Manage the corporate customer journey and experience from onboarding through roll-out, activation and engagement.
- Drive engagement campaigns across customer organizations to ensure high ROI and retention of customers.
- Work and collaborate closely with the Sales, Product, Marketing, and cross-functional teams.
- Identify avenues to upsell additional services
- Lead and mentor a small team of account managers, providing guidance, training, and support to ensure high performance.
- Gather and analyze customer feedback to identify trends, pain points, and areas for improvement.
- Provide actionable insights to internal teams, including product development, customer support, and senior management, to drive continuous improvement.
- Implement strategies to enhance overall B2B customer satisfaction, focusing on long-term relationship building and retention.
- Monitor customer satisfaction metrics and develop action plans to address any areas of concern.
Requirements:
- Bachelor Degree in Computer Science, or a related field.
- 10+ years of experience in Customer Success roles in start up environments
- Project management runs in your blood, so you can focus your mind on the rest
- You are driven by being an expert on the product for your clients
- Data-driven and having knowledge of reporting and analytics tools – familiarity with Tableau Software is a big plus
- Strong consultative abilities and experience in consultative sales
- Strong technical background with the ability to understand and address complex customer issues as it relates with API and webhooks.
- Strong commercial acumen with the ability to identify opportunities for upselling
- Performance driven and results-oriented
Success Indicators
- Retention of corporate customers
- Account Expansion: Upsell of additional services
- Customer satisfaction rate (Net Promoter Score)
Talento Human Capital Management is an equal opportunity employer people are at the center of what we do! Our organization continues to thrive through our ongoing commitment to building an inclusive and diverse workforce from different backgrounds and perspectives.
People + Passion + Perseverance = Progress.
About Talento:
Talento Human Capital Management provides talent and organizational solutions enabling businesses to evolve beyond tactical human resources management. Our footprint spans across the US Latin America and Asia.
