Vice President Customer Success at Apporto

Description

This is a remote position

Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own and drive success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

Drive Customer Success Outcomes:

  • Increase renewal rates and reduce churn
  • Expand revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle:

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

Measure Effectiveness of Customer Success:

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board

Lead World-class Customer Success Team

  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

Requirements

  • 5+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees
  • Comfortable with a base between $120k - $160k with variable compensation of 100k

Benefits

Apporto is an international company. Our benefits will very from country to country. In the United States, we offer benefits on the first day of employment through Trinet. The benefits we offer in the United States include:

Health Care Plan (Medical, Dental & Vision)

Life Insurance (Basic, Voluntary and AD&D)

Paid Time Off (Vacation, Sick and Public Holidays)

Short Term & Long Term Disability

Apporto is an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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