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We are hiring a Senior Vice President of Customer Success/Client Services (CS) in our New York office. This is a newly created role to lead an existing and growing team of CS Team Leads and CS Managers.
About the Role:
The SVP of CS will build and execute the playbook for a successful department of CS leaders and their direct reports, driving retention and expansion revenue across enterprise corporate, trade association, non-profits, and agency customers and clients. You’ll scale and structure the CS function, including revising, developing and documenting processes and KPIs to deliver a more effective post-sale customer journey to hit team metrics in retention, renewal and expansion. You’ll build on a culture of strong customer/client relationships and realized value from our products and services in partnership with Sales, Product, Delivery and Leadership.
This role will report to the company’s President.
What You’ll Do:
Oversee a team of CS leaders and individual contributors to ensure high performance, provide regular and actionable feedback, and champion their career development.
Collaborate across departments to refine, document and measure a data-led model of the customer journey, with focus on steps that impact the customer experience and realized value in post-sale phases.
Build and revise the CS playbook for both Platform and Professional Services including but not limited to Onboarding SLAs, KPIs and Metrics, CS Tools, CS Processes and inputs for Training and Materials in collaboration with our Enablement team
Collaborate across departments to optimize the customer journey and identify opportunities to forecast and track success and act to mitigate risk and churn.
Build relationships with top tier customers and clients, and enable CS team relationships with customers and clients that drive value, insights, advocacy and referral.
Institute feedback loop to capture customer feedback for Product and Executive Leadership
Partner with client services team leaders and the enablement function to train and onboard new hires
Create and launch a partner and customer/client certification program
Set, deliver, and meet or exceed Leadership agreed-upon targets in Retention, Renewal, Expansion (Logos & Revenue/NRR/GRR) plus CSAT/NPS, Advocacy & Referral.
Monitor and report on KPIs, customer/client health metrics and results monthly.
Experiences and Capabilities You Bring:
10-15+ years of experience in customer success or client services leading, growing, and scaling top-performing teams in a MarTech or AdTech (MadTech) SaaS company with Enterprise customers. Both Platform standalone and Professional Services (managed services in paid digital media and paid social) experience a plus.
Demonstrated CS team performance consistently meeting and exceeding targets in retention, renewal, expansion, advocacy and referral.
You have leveraged, created, and modified strong playbook(s) to deliver consistent results.
Experience developing and analyzing metrics-driven reporting on SLAs that drive customer satisfaction at a team-wide and individual contributor level
Demonstrated development of direct reports and cross-department collaboration to build a culture of excellence, career advancement, and personal and professional growth.
A deep understanding of subscription businesses including renewal models and the CS drivers that impact success.
The successful candidate is a strategic thinker, a strong leader, and possesses exceptional client and people management skills that can scale the team to meet growing business needs
Excellent communication and presentation skills and credibility to function effectively both internally as well as with clients
Leadership with the ability to inspire others and to manage and influence change through an evolving environment
Strong written and verbal communication skills
Impeccable attention to detail and superior organizational skills
This is a hybrid role. Work from anywhere on Monday and Friday and in our New York City office Tuesday through Thursday.
Compensation:
Our compensation package consists of three components: (i) a base salary, (ii) annual cash bonus, and (iii) generous equity compensation.
The base salary range for this role is between $225,000-$270,000 based on the candidate's experience and skills relative to the requirements listed above. The salary range provided is exclusive of discretionary annual cash bonus and equity compensation. The salary range provided for this role is specific to candidates located in the New York City area.
A few facts about us:
Our platform has been used by hundreds of industry-leading clients spanning Fortune 500 companies like Blackstone and Intuit, leading nonprofit organizations like the Environmental Defense Fund, and top-tier communications and public affairs firms like Teneo, Sard Verbinnen, and Weber Shandwick.
Our company is growing quickly — 2023 was the fourth year in a row that we doubled the previous year’s bookings.
Our senior leadership team includes two members of the Forbes 30 under 30 list for Marketing and Advertising, the former Head of Product at Moat, Oracle’s online ad measurement platform, a former senior White House advisor, an early sales leader at Google and Twitter, two of the Democratic Party’s most successful pollsters and strategists, and alums of top-tier organizations like Bain, Amazon and Simpson Thacher.
Our investors include global sports, entertainment and marketing giant Endeavor, KKR Co-Founder Henry Kravis, entrepreneur Chris Burch, a founder of Palantir, senior engineering leaders at Twitter and Yelp, former Fortune 50 and advertising agency CEOs, and a number of well-known venture capitalists. Endeavor CEO Ari Emanuel and Owl Capital Managing Partner Jennifer Fonstad serve on our board.
Our work has been featured on Morning Joe on MSNBC, BloombergTV and The Colbert Report, and in Axios, BusinessWeek, the Associated Press, Forbes, the Washington Post, and Politico, among many others.
Job-2854403
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