The Vice President of Customer Success is a key role on the Hireology Leadership team, and will be responsible for three separate and distinct teams, each of which focuses on a different phase in a Hireology customer’s journey. From the moment the customer enters into an agreement with Hireology, through supporting that customer’s interactions with Hireology’s platform, the person in this critical role ensures that the customer gets up and running quickly and efficiently, develops great habits and has an outstanding experience at every step of the lifecycle.

Key Responsibilities

• Overall leadership responsibility for customer relationships from the moment the contract is signed.
• Overall accountability for critical KPIs: customer renewals, revenue expansion, churn rates, and NPS.
• Lead and manage Hireology’s Implementation (training) Team, ensuring that new customer implementations run smoothly and result in a fully launched and engaged account.
• Lead and manage our Customers Success Managers to ensure a smooth customer transition from the sales team; lead customer cross-sell and upsell opportunities and ensure growth targets are met with existing customer base.
• Lead and manage Hireology’s Customer Support Team, which includes support ticket management as well as order fulfillment.
• Work with Product Managers to communicate product opportunities and issues, with the goal to maximize renewal rates and minimize churn rates.
• Develop feedback systems that enable constant improvements in the customer experience.
• Build and oversee a departmental budget and hiring plan, taking a lead role in recruiting exceptional talent to the organization.

Required Skills and Experience

• Five or more years working in a customer-facing leadership role for a technology provider, preferably SaaS-focused B2B
• Proven ability to manage customer-facing operations for a high-growth SaaS provider
• Demonstrated ability to hit customer renewal and revenue expansion targets, as well as customer usage/engagement metrics
• Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
• Experience optimizing and delivering customer implementation and training programs
• Demonstrated aptitude in hiring and managing resources in a direct reporting relationship
• Experience building and executing customer rollout plans