Vice President, Customer Success

| Austin
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Compeat’s Vice President, Customer Success is responsible for the management and development of Compeat’s existing customer base, including all customer segments from SMB to Enterprise. Reporting directly to our CEO, you are an integral part of Compeat’s senior leadership team and will be responsible for ensuring our customers are realizing maximum business value across the Customer Lifecycle, which ultimately results in their renewal, growth of Lifetime Value and Customer Satisfaction. Functions include the Customer Support, Training & Implementation and Account Management (Customer Success) teams. The VP, Customer Success plays a vital role in ensuring the success and happiness of our customers, as well as the growth and expansion of Compeat for years to come!

Key responsibilities:

  • Lead and provide both strategic and tactical direction to the team leaders who provide day to day management of the functions of customer support, training & implementation and account management.
  • Craft a strategic vision for evolving the customer experience and our overall customer service capabilities within the organization.
  • Chart the end-to-end customer journey, identify listening and touch points, develop responses and ensure consistent high quality.
  • Take direct and indirect responsibility for all customer success activities in the business from customer on-boarding, service delivery, support, adoption, customer training, retention, and overall customer health.
  • Foster ongoing company-wide culture of customer service excellence and inspire a customer-centric mentality throughout the organization.
  • Ensure alignment between all customer success functions and key internal stakeholders like Sales, Product Management, Development and Marketing as it relates to driving customer satisfaction
  • Deliver stream-lined customer-facing processes around escalation management, customer account review, customer on-boarding and transition process and communicating the release management process to our customers.
  • Drive the design and implementation of the required organizational structure, processes and procedures needed to scale for growth.
  • Develop relationships with key customers to build loyalty, identify improvement opportunities and increase value delivered by Compeat.
  • Build a strong training/service delivery model

Experience Profile:

The ideal candidate will have a strong balance of strategic thinking and successful, real world execution experience. A strong bias for action is a must. S/he will be a leader of people, as well as an advocate for customers within Compeat and reflect Compeat values in every interaction with customers and team members.

Specific experience and intrinsic characteristics of the ideal candidate include:

  • Bachelor’s degree is required. Advanced degree a plus.
  • PMP or other certifications a plus.
  • SaaS industry experience in a high growth, lower middle market company – playing a leadership role managing a medium to large/complex team.
  • A deep understanding of value drivers in a recurring revenue business (SaaS/managed service) as well as post sales implementation models and processes.
  • A strong knowledge of leading-edge customer support/service delivery concepts and practices and a track record of deploying them.
  • Metric-driven with proven experience leading customer-facing organizations with an emphasis on measurement, metrics, KPIs and analytics.
  • Fiercely customer-centric: You put your customers first AND make them happy; ensuring your teams are always working on ways to WOW them.
  • You make fast, bold moves to ensure delivery to customers.
  • You have built teams that can scale as a business grows. 
  • You put repeatable processes in place to drive efficiency.
  • You have a “fire in the belly” energy – a motivated self-starter and an executor with experience working in an organization whether s/he has had to build a team to scale.
  • Strategic planning and thought leadership balanced with the ability to execute day to day and willingness to “get hands dirty” in support of our customers.
  • Proven ability to recruit "A" players, managing and retaining high performance teams; both technical and non-technical.

Who are we?

Compeat Restaurant Management Systems was founded in 2000 and is headquartered in Austin, Texas. Over the last 19 years we have installed restaurant management software for hundreds of customers in thousands of restaurant locations across the US and Canada. Compeat software is running in every type of restaurant ranging in size from high volume independents to large chain operators. Compeat is the industry leading provider of end-to-end software solutions including accounting, inventory management, business intelligence, and mobile apps.


Compeat Hiring Practices:

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other applicable legally protected characteristics in the location where the candidate is applying. 

Compeat doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Compeat.

 


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Location

Compeat is located in the Domain, close to Rock Rose in the Northside. We're surrounded by retail, hotels, and our passion, bars and restaurants!

An Insider's view of Compeat

What's something quirky about your company?

Half of our senior leadership is female, which is definitely an anomaly. I think the way this has affected the culture of Compeat is extremely positive, and the dynamic it creates feels very inclusive. On a personal level, to see this kind of representation at my company makes me really proud to be here and also inspires me.

Annabelle

Implementation and Training Consultant

What projects are you most excited about?

Currently I'm most excited about Improving the way our customers can order from their vendors. Our Restaurant back office features are battle tested and have been used for millions of hours, so finding ways to continuously improve that experience and bring customers joy, cost savings and efficiencies is very rewarding.

Ben

Senior Product Manager

How has your career grown since starting at the company?

I started where lots of great people started at Compeat, in support. I was able to take more challenging projects and eventually worked my way to Technical Account Manager. Later, I was asked to move over to development, where I currently live as a database developer. Thanks to Compeat, I was able to grow and learn!

Derek

Database Developer

What makes someone successful on your team?

To be successful on the SDR team at Compeat you need to be hungry, outgoing, flexible and tactful. This is an amazing place to grow in a competitive team environment with top notch coaching.Being able to adapt and pivot in this industry is key. Here on the SDR team we are constantly looking for the BEST ways to WIN!

John (JP)

Sr, Sales Development Representative

What are Compeat Perks + Benefits

Compeat Benefits Overview

We’re restaurants peeps, and our industry pros enjoy Compeat for more than just the normal schedule (no more nights and weekends!). We offer a range of competitive benefits that keep our employees happy, healthy, and productive. Benefits include a variety of health insurance options, a generous monthly HSA contribution, a legendary 401k match, fitness subsidies, paid parental leave, sick leave, paid holidays and time off, and more. Our peer-to-peer recognition system fosters team collaboration and allows you to choose your own rewards.

At Compeat, we know our employees are the key to our success so we offer additional perks that support our fun and innovative culture. Our Culture Crew coordinates shuffleboard tournaments, weekly on-site massage therapy, organized community service opportunities, and even monthly in-house happy hours that are catered by our own talented former chefs and pastry artists. Employees enjoy kitchens stocked with snacks, cold beverages, and a state-of-the-art coffee and espresso bar.

Our offices spaces are large, mostly wall free, and decorated to inspire creativity and teamwork. The choice of formal or casual meeting spaces offers the right tone for every topic. And our casual dress code and dog friendly environment are sure to make Compeat the best place you have ever worked.

Culture
Volunteer in local community
Friends outside of work
Intracompany committees
Our Culture Crew is a voluntary group of employees from all across the company who meet regularly to plan everything from our monthly birthday happy hours to our annual volunteer day.
Open door policy
Open office floor plan
Diversity
Highly diverse management team
At Compeat, our senior leadership team benefits from a 50/50 gender split.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Compeat's pet policy is dog friendly daily. Hang out with the coolest pups you've ever met.
Fitness Subsidies
Professional Development Benefits
Cross functional training encouraged
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