VP, Customer Success
Boston, MA / New York, NY
Posted On
August 25, 2020
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Responsibilities

As Vice President, Customer Success, you are leveraging your extensive client services background to lead implementation, account management, and support of the company’s global client base. You will design and implement strategic initiatives to engage the company’s customers and build brand loyalty while providing steady coaching and leadership to the customer success team. You will work in partnership with other business units (sales,marketing, product, etc.) to drive value for customers and maximize retention, minimize churn, and develop strong references within existing accounts.

  • Drive customer success outcomes and maintain best-in-class renewal rates and reduce controllable churn
  • Contribute to future lifetime contract value through product engagement and adoption, customer satisfaction, and overall health scores
  • Manage the following customer success activities: Onboarding, Training, Professional services, Customer support, Customer success management, Renewals, Advocacy
  • Drive new business growth through greater advocacy and reference-ability
  • Lead a world-class customer success team and attract high-potential individual contributors to team
  • Create a rapid onboarding process for new team members, foster team collaboration across the customer life cycle, and encourage continuous learning and professional development
  • Enhance program effectiveness and efficiency using technology that includes support systems, customer marketing software,reference and advocacy solutions, and customer success management platforms
Qualifications
  • 5-7+ experience defining and optimizing the customer life cycle for a SaaS solution
  • Knowledge of how to successfully map the customer journey with defined key points for each step in the journey (e.g. usage, satisfaction, etc.)
  • Understanding of how to standardize interventions for each point in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement across the CSM function
  • Proven ability to measure the effectiveness of customer success programs, define operational metrics for team, establish system for tracking metrics, create cadence for review within team, and expose subset of metrics to executive team, company, and board
  • Ability to drive company-wide culture of Customer Success and champion the definition of the ideal customer
  • Ability to collaborate with sales, marketing, product, finance, and the executive team to ensure customer success programs align with company initiatives for product promotion, cross-sell and up-sell campaigns, product roadmap, revenue measurement and forecasting, and overall business objectives
  • Experience creating company-wide customer feedback loop to ensure customer satisfaction and maximize retention
Compensation and benefits
  • Competitive base salary and performance bonus
  • 401(k)
  • 100% Full health and dental
  • Generous vacation policy
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About Us

MackeyRMS is a SaaS-based research management platform engineered to optimize the way analysts and portfolio managers generate, share, debate and act on investment research conducted for actively managed portfolios. Relied upon as a single system of record for research supporting the investment process, MackeyRMSis used by many of the world’s leading investment managers to organize key investment workflows, engender trust from investors, and streamline regulatory and compliance oversight. MackeyRMS is used by institutional asset managers and asset owners across the Americas,EMEA and APAC regions.

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