Vp Customer Success Jobs

THE ORGANIZATION

We are a sales and marketing software platform company that helps business advisors find, win, and keep their best clients. It combines tools and ready-made content for accountants, brokers, consultants, and financial advisors that focus on helping owners protect, grow, and realize the value of their businesses.

OUR CORE VALUES

• We believe in being professional. We own up to mistakes. We’re allergic to excuses.
• We believe in doing the important things first.
• We believe that opinions are cheap. We’re metrics people. Data is the raw material of true insight.
• We believe in a growth mindset, tackling challenges with our glass three-quarters full attitude.

THE OPPORTUNITY

We are seeking a Vice President, Customer Success to join our leadership team. An advisor's best clients care about increasing the value of their company. We help advisors find, win and keep their best clients. Reporting to the President & COO, as the Vice President, Customer Success you are responsible for achieving a net retention rate of 90-100%.

You love customers - winning, keeping and working with them. You take personal pride in every customer adopting and using software the way that works best for them. You see your goal of making sure everyone on your team ensures every customer gets an ROI and stays a customer. You are a hands-on leader, love mentoring your team and working directly with customers.

ESSENTIAL DELIVERABLES AND REQUIRED SKILLS

• Collaborating with our Product Marketing Director to fine-tune and improve our training content.
• Collaborating with our Product Marketing Director to develop new training resources for our advisors, which could include original videos, articles etc.
• Delivering regular training to our existing advisors (e.g., webinars, workshops).
• Delivering custom training to partner organizations and/or enterprise customers.
• Ensure customers are onboarded properly to maximize use of our software.
• Work with the team to identify low use customers and engage with them to increase usage.
• Answering strategic questions that have been escalated by our Customer Success Managers and/or support channels.
• Lead and manage a team of 6-8 customer success professionals.

PROFESSIONAL QUALIFICATIONS AND EDUCATION

• A very high degree of proficiency using both PowerPoint and Zoom.
• 5+ years of experience in working in a customer success role, ideally within a SaaS company.
• You love speaking to customers and understanding and solving their problems and have excellent verbal and written communication skills.
• 3+ years of experience in managing a team of at least 3 direct reports.

Key Performance Indicators

• Net Promoter Score
• Net Retention
• Customer usage and ROI

ATTRIBUTES OF A SUCCESSFUL CANDIDATE

• Gravitas: you have the credibility to win and keep the attention of a group of business advisors.
• Communications Skills: you can communicate ideas orally and in writing.
• Confidence: you hold your ground and others accountable.
• Curiosity: you are naturally curious about what makes a business model work.
• Data Analytics: You know how to mine Salesforce and other systems to understand the numbers and levers behind the business.
• Unflappable: you stay on calm and on task in every situation.
• Effective Manager: you can lead a team of 6-8 people. You “inspect what you expect” and hold your people to a high standard.
• Directness: you're a teacher. You're prescriptive, direct and authoritative - you do not waffle.
• Spark: you're an action-oriented, glass-three-quarters-full kind of person who fills a room with energy and can motivate others to act.
• B2B Marketing Savvy: you appreciate, and have a solid understanding of, B2B marketing.
• Business Acumen: you understand what it's like to run a business and be accountable for a P&L.
• Problem Solver: you quickly diagnose an issue and provide on-the-spot solutions.
• Humility: you don't need everything to be your idea. You're willing to work with our existing content and tools to make them better rather than reinvent the system.
• Process Orientation: you believe success is "1% inspiration and 99% perspiration".

This position is remote and "Work From Home" but you are expected to meet in person (downtown Toronto) monthly for our leadership meeting.

ABOUT LHH KNIGHTSBRIDGE – www.lhhknightsbridge.com