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Vice President, Customer Success (San Francisco/Bay Area)

SalesHood’s purpose-built sales enablement solution replicates top performers at scale by speeding up sales productivity breakthroughs in readiness, effectiveness and execution. SalesHood cracked the code to build high performing teams by providing sales enablement software, sales training content, and consulting services together to quickly solve revenue problems. Companies like Alation, Copado, Sage, Trinet, and Planview use SalesHood to realize fast revenue outcomes.

Description

We’re looking for a hands-on, proactive and process-oriented customer success executive with a proven track record of scaling and growing a software business. You have a demonstrated experience in increasing customer gross retention, net retention revenue and net promoter score. You are passionate about revenue enablement and guiding our customers with solutions to improve their sales productivity challenges. You have built a thriving customer community to support high-touch, in-person success engagement as well as a digital customer success function. You’re a scrappy leader, energized by rolling up your sleeves and making things happen, and enabling your team to do the same. You have strong customer-facing executive presence and gravitas.

Responsibilities

  • Lead the customer success team from customer onboarding through adoption and business value realization. Own customer retention.
  • Nurture customer relationships with champions and executives by participating in executive business reviews, product training and adoption guidance.
  • Establish a data-driven customer health framework that illustrates critical indicators for adoption, risk, expansion, and renewal, which can be used for scaled or 1:1 engagements.
  • Create scalable ways to drive feature adoption using data and insights from systems.
  • Hire, develop and retain a team of customer success experts.
  • Develop education and community programs to extend customer success impact, and identify and implement effective technology and enablement strategies.
  • Work closely with marketing to develop a program to identify and develop customer evangelists and document customer stories.
  • Partner closely with Sales to support renewal and increase cross-sell and expansions.

Qualifications

  • 10+ years of experience leading a customer-facing organization in an enterprise software company; ideally in a B2B or sales/marketing tech focused company.
  • Proven success in creating customer-focused approaches, retaining customers, driving revenue success and leading business transformation
  • Be data-driven, drive process improvements, leverage technology to scale
  • Comfortable and adept at interacting with customers directly but also able to build and manage a team that is effective in onboarding, managing and growing customers
  • Proven record of strong partnerships with sales, product, and engineering organizations
  • Goal oriented and passionate about customer success and SalesHood
  • Forward thinking with the ability to drive change and re-imagine new and better ways of doing things
  • Accountable for customer retention and margin targets
  • Design and execute a customer feedback strategy across various listening channels in order to evolve the customer success function, address risk and incorporate into customer retention strategies
  • Outstanding communication skills; thoughtful listener
  • Be a key member of the executive team helping shape SalesHood’s strategy and direction

To apply for this position, please contact CEO directly. We are only going to meet with candidates who live in the San Francisco / Bay Area.