Were looking for a Vice-President of Customer Success to oversee and grow our Customer Success team and activities globally! As part of the executive leadership team and reporting to the CEO, youll be responsible for a team that is crucial to our success and growth. Youll bring expertise in modern Customer Success methods and approaches, in addition to delivering mission critical systems that are at the heart of public transit. Youll also be responsible for employee engagement globally, under a diverse Customer Success organization. This global team is made up of Customer Success Engineers, Support Engineers, Education Specialists, and Project Managers. Youll also foster collaboration across the global Customer Success team, in addition to cross-functional collaboration with teams such as Revenue, Product, Marketing, and Legal.
Responsibilities:
Drive Customer To Value
Focus on reducing churn, driving product adoption, increasing customer satisfaction, and identifying expansion opportunities.
Optimize the Customer Lifecycle
Define the customer journey, adopt industry best practices, and drive long-term strategic planning for the department.
Develop Expertise in Transportation Management
Become deeply familiar with the transit space to effectively educate clients and help them hit milestones throughout their journey.
Demonstrate Business Acumen and Value Delivery
Craft compelling narratives and prove out customer value through comprehensive business reviews and strategic touch-points.
Advocate for the Voice of the Customer
Act as the learning engine of the organization to infuse customer feedback and insights into all aspects of the business.
Maintain Operational Excellence
Apply a metrics-driven, results-oriented, and process-focused approach to solve problems with a high attention to detail.
Build and Develop Talent
Recruit, mentor, and grow a team of world-class customer success professionals as the companys customer base expands.
Improve Organizational Efficiency
Drive team productivity, increase automation and AI-adoption, and enhance customer self-service options.
Foster Cross-Functional Alignment
Build strong partnerships with peers across Sales, Product, Marketing, Finance, and other internal departments.
Deliver Executive-Level Communication
Utilize excellent written and oral communication skills to document and present complex ideas to senior executives both internally and externally.
Requirements: 5+ years of experience building, scaling, and driving a globally distributed, fast-paced Customer Success organization, including delivery, support functions, operations, etc.
Experience in delivery of complex, mission critical products and projects.
A demonstrated track record of exceeding goals and driving customer revenue past the $50M+ ARR mark.
Deep understanding of modern Customer Success playbooks, customer value drivers, and recurring revenue business models.
Functional leadership experience spanning multiple domains, including Customer Success Engineering, Professional Services, and Customer Support.
Past success launching programs aimed at measurably improving customer outcomes, experiences, and retention.
Demonstrated success working cross-functionally and acting as an influential communicator and SaaS thought-leader across diverse cultures.
Ability to inspire and motivate teams by leading with curiosity, empathy, transparency, integrity, and grace under pressure.
Very nice to have: Prior experience working in Public Transit, ITS, CAD/AVL in a similar capacity.
Very nice to have: Fluency in an extra European language (such as Spanish, Portuguese, German, or Italian).
This position is open to all candidates.