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Vice President of Customer Success at Paytronix

Vice President of Customer Success

Paytronix Newton, MA (Onsite) Full-Time
CB Est Salary: $89K - $190K/Year
Customer Success is not a department; it's a commitment…a philosophy and a purpose for any growing business. Still, the Customer Success & Support team at Paytronix is a driving force behind our deep commitment to our customers. Whether it's welcoming newly launched customers, providing technical guidance and problem solving, advocating for them throughout Paytronix, or assisting them in adopting the platform components that will drive the most business value for them, the Paytronix Customer Success & Support team has our customers' backs!

The kind of person we're looking for:

Paytronix is looking for a Vice President, Customer Success & Support to lead a team of 45+ Customer Success Managers, Solution Consultants, and Support Specialists, as well as 6 CS&S Team Managers. We are looking for a strong leader with experience growing a high-performance team that brings best practices based on 10+ years of experience in software, services, and customer success.

Are you someone who is fanatical about driving customer value? Do you love being a change agent and driving measurable benefits for your customers through your team? Are you committed to implementing the best approaches and supporting your team in protecting against churn and downsell? Do you get excited about contributing to expansion of the customer lifetime value and product adoption, ensuring world-class CSAT, CES, and NPS scores, and increasing levels of customer reference-ability? If you are, we want to talk.

The right candidate has experience working with customers across different markets, from SMB to Enterprise in a SaaS model. You have experience engaging at the C-level with business and IT leaders and are experienced in driving growth and diffusing tough situations alike. As a member of the Paytronix Client Services leadership team, you will report to the Chief Customer Officer and work cross functionally to develop process improvements to the services we deliver, ensuring exceptional customer satisfaction and profitable customer service solutions.

The kind of stuff you'll be doing:

* Drive Customer Success outcomes including reducing client churn, reducing downsell, driving product adoption and increasing customer lifetime value, ensuring world-class CSAT, CES, and NPS ratings, and ensuring increasing levels of reference-ability within our client base.
* Own the reinforcement of a company-wide culture of customer success including, aligning with Marketing around communications to existing customers, advocating for customer
* needs on the product roadmap, and supporting sales in driving cross-sell and up-sell opportunities.
* Own the Paytronix Voice of the Customer program, including our Customer Advisory Board, CSAT/NPS program, and other mechanisms to ensure customers are heard and Paytronix is meeting their needs. Use VoC initiatives to provide key input on prioritization of product roadmap.
* Define/redefine customer journeys by customer segment that map with the way customers need to engage with our brand and ensure we are delivering against their needs and expectations.
* Identify ways to use technology to assist customers in moving through their journeys efficiently and effectively and supplementing the high-touch work of the CS&S team.
* Lead a diverse team of early career and experienced Customer Success Managers, Solution Consultants, and Customer Support Specialists through high growth with a customer base of 4,000+ customers across small, midsized, enterprise, and strategic customer segments.
* Use a data-driven approach to implement process improvements where needed to ensure transparency of business performance corporate-wide and ensure world-class levels of customer retention and satisfaction.
* Ensure transparency of business performance through operational reporting, dashboards and reporting to Leadership and peer teams.
* Provide continual improvement recommendations, direction setting, and advice within the Paytronix Customer Success, Sales, Product, and Marketing teams.
* Lead a team while engaging personally on key relationships, touch points, and escalations.
* Effectively manage people, including providing performance feedback, guidance, and input on their goals and objectives; provide coaching and mentoring continuously.
* Utilize excellent communication skills managing both up and down within Paytronix and the customer organization.
* Take a highly consultative approach when partnering with customer organizations.
* Ability to travel up to 25% of the time as needed.

The kind of skills/experience you'll need:

* 10+ years of operational experience leading customer success teams in high growth SaaS companies,
* Data driven leader with a skillset to build, motivate, mentor, and retain teams;
* Ability to analyze existing customer-facing processes and redesign into customer experience enhancing processes,
* Proven experience implementing an effective Customer Journey and CS Playbook,
* Proven experience building and managing a blended low-touch -> high-touch customer success model,
* Expert knowledge of industry best practices and basic architectural principles necessary for designing scalable, extensible, and maintainable services solutions,
* Demonstrable experience in providing leadership in changing, ambiguous and challenging situations,
* Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate 'outside the job description,
* Great change leader, customer obsessed, metrics and data driven,
* Very strong communication and planning skills with the ability to manage very demanding customers in escalation and sales situations,
* Clear presentation, written, verbal, and interpersonal communication skills are a must,
* Strong leadership skills in managing a team of at least 45 individuals and providing the motivation, coaching, and development to grow your team's careers,
* Experience establishing and growing relationships with all levels within enterprise organizations: individual contributors to c-suite,
* Sense of urgency to accomplish things quickly and ability to prioritize multiple tasks and deal with unforeseen circumstances,
* Passion for creating value for customers and the customers' teams, and
* A BA or BS degree in Computer Science, Engineering, Management, Business Administration or similar discipline.

The extra stuff that would be nice:

* Experience and/or passion for the hospitality or convenience store industry
* Passion for growing teams and solving hard problems
* Advanced degree in business not required but would be ideal

For information on our benefits, see here.

Recommended Skills

  • Business Administration
  • Coaching And Mentoring
  • Communication
  • Consultative Approaches
  • Consulting
  • Customer Experience
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