Vice President - Customer Success
About the job
Summary
Lead and grow a team of Customer Success Managers, driving customer retention and expansion revenue. Must have 15+ years in customer success, account management, or professional services, strong analytical skills, and proven track record of managing large teams.
Must have:
- Customer Success
- Account Management
- Large Team
- Analytical Skills
Good to have:
- Management Consulting
- Strategic Accounts
- Product Innovation
- Cross-functional Collaboration
Perks:
- Global Growth
- Fast-paced Environment
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About the role:
The Vice President of Customer Success is responsible for developing and executing strategies to drive customer retention, and growth. This is a global leadership role and involves leading a team of Customer Success Managers and Directors across one or more CleverTap theaters to ensure our customers are successful and that they are able to maximize the value from our products and services. The VP of Customer Success will collaborate cross-functionally to advocate for our customers and drive continuous improvement in products and services.
What will you do?
- Create strategic and measurable business value for our customers and ensure that they are achieving industry leading ROI with us
- Ensure customer and dollar retention and create opportunities for upsells and cross-sells in our existing customer base
- Own and drive relationships with our customers, including personally managing executive relationships with our larger accounts
- Increase use case and product adoption across our customers and ensure that our customers are able to use our latest and greatest product capabilities effectively
- Convert our customers into advocates and champions and leverage their business and product expertise to drive thought leadership
- Develop and execute operating rhythm that ensures that our customers are effectively engaged, have high quality access to us and are realizing value at every touchpoint
- Create a performance driven culture in the team through clear goal setting, KPI’s and leading indicators so that CS team can collaborate and operate efficiently
- Collaborate with our product teams to ensure that the current and latent needs of our customers are reflected in our product innovation roadmap
- Collaborate with sales teams to develop account & customer success plans, manage customer engagement & relationships and ensure organizational alignment
- Lead, mentor and develop a high-performing team of customer success managers and create a culture of customer centricity within the team
What are we looking for?
- Bachelors in Computer Science or Equivalent
- MBA or Equivalent PGDM
- 15+ years of professional experience in customer success, account management or professional services
- Strong analytical and customer engagement skills with a proven track record of managing large teams
- Strong bias for action, solid analytical skills and ability to execute with precision
- Prior management consulting experience and/or experience of managing large strategic accounts would be a plus
Reporting Relationship
Reporting to: Chief Customer Officer
Direct Reports: Customer Success Directors/ Associate Directors
Measures of Success:
- ARR Retention
- Expansion Revenue
- Net Promoter Score
- Product Adoption
Why join us?
Be a part of a global growth stage startup. Work in a fast-paced, dynamic environment where your contribution matters. You are passionate about technology and its impact on the high growth mobile technology space. Innovate at scale, with learning opportunities.
About CleverTap:
CleverTap is the leading all-in-one customer engagement platform that helps brands unlock limitless customer lifetime value. CleverTap is trusted by over 2000 brands like Domino’s, Levis, Jio, Papa John’s, Zomato, Kotak Bank, Jio, Air Asia, Carousell, TD Bank, and Tesco to help build personalized experiences for all their customers. The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering speed and cost efficiency at scale.
Backed by top-tier investors such as Accel, Peak XV Partners, Tiger Global, CDPQ and 360 One, the company is headquartered in San Francisco, with presence across Seattle, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Singapore, Vietnam, and Jakarta.
If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!
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