Vice President - Customer Success

| Austin
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Overview

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony and Visa.

The Vice President, Customer Success, will lead our Global customer success teams. This team is responsible for making every customer in the portfolio successful to assure revenue retention. This role reports directly to the Chief Customer Officer. As a key leader within our Customer organization this role will be responsible for customer retention, managing churn and platform adoption.

The Vice President, Customer Success will be responsible for building, scaling and managing the customer success organization. This position and function will be closely aligned to the delivery team and will work in concert with Sales, Professional Services, Product Management and Customer Operations to execute on key strategic engagements and account strategies. Lastly, the Vice President, Customer Success will build and scale their team to include the skills and capabilities for Customer Success to enable our customers to expand their usage of the Khoros platform.

This position is a people manager role and reports directly to the Chief Customer Officer.

 

Some Responsibilities Include:

  • Leading the Customer Success Management team
  • Driving customer adoption strategies that enables businesses to measure product usage, adoption, and success metrics that help drive customer retention across Khoros accounts
  • Developing KPI’s and track usage metrics to analyze trends across customer base globally
  • Identifying ways to improve the customer experience to increase average customer lifetime value and revenue
  • Planning and directing all aspects of the team’s customer engagements. Including but not limited to account strategies, escalations, objectives, and initiatives in alignment with the Khoros Customer Success organization and methodologies.
  • Hiring, training, and coaching members of the team against a consistent set of standards for the experience they provide our customers. Ensuring the team is properly onboarded and has a strong understanding of the Khoros values and career growth opportunities.
  • Partnering with global Customer Organization leadership to align and expand on the global strategy, in a way that balances regional needs with overall organizational goals.
  • Working closely with Sales Leaders to identify trends and uncover opportunities for improved or new success engagements or customer training offerings.

 

Minimum Requirements

  • BS/BA degree or relevant work experience
  • 20+ years of management experience in Customer Success, preferably within a Global SaaS company.
  • Understanding of SaaS business models and their overall relationship to Customer Success.
  • Experience in a leadership role, within a customer success environment.
  • Background and expertise in building out new customer success capabilities and organizations to accommodate growth, scale and reach
  • Background in building and maintaining capacity and financial models projecting team growth and utilization.

 

Preferred Requirements

  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and occasionally, unprecedented.
  • Proven track record of achieving Customer Success financial results while maintaining high customer satisfaction
  • Experience working matrixed organization and with cross functional teams to achieve company and departmental objectives
  • Ability to deliver Executive-C-Level QBRs and presentations internally. Executive level presence and communication both internally and externally
  • Superior communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
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Location

Khoros’ headquarters is in Northwest Austin. As a flex-first company, we offer our employees the flexibility to work remotely, in-office, or a combination of the two.

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