Hunter + Esquire

Vice President, Customer Service

Hunter + Esquire - Boca Raton, FL

Hunter + Esquire retained search has been engaged to represent a Vice President of Customer Success opportunity at one of the cannabis industry’s fastest growing tech start-ups which happens to be based right here in sunny South Florida! 

Your customer success / client services responsibilities will include the management of post-sale activities such as partner onboarding, talent management and ongoing support for a company average triple-digit % customer growth!

You do not need to possess previous VP-level experience, but we do require a track record of managing client success departments in SaaS companies where you were accountable for the function.

Additional Responsibilities include:

  • Develop and lead the Customer Success Team for
  • Measure and enhance the effectiveness and efficiency of the team by implementing data collection and processes where needed
  • Work cross-functionally with sales, marketing, product, and engineering to produce an amazing customer experience at every touchpoint
  • Hire top talent, coach team members, up-level skill sets, and guide the career paths of your team
  • Put in place programs to mentor and develop success and support team members
  • Set and manage direction, goals and KPIs for customer success
  • Develop and implement strategic plans that leverage the appropriate support and teams to drive product adoption and customer retention
  • Strategic partner and visionary for clients, ensuring they receive maximum value from company’s services to desired culture and performance improvement
  • Technical solutioning and sales support to develop tailored strategies for each customer
  • Map client journey and standardize interventions for each point in the journey
  • Client on-boarding, renewal and advocacy
  • De-risk and defuse customer escalations
  • Manage support budget and maintain customer profitability
  • Optimize success and support processes and ensure support quality
  • Communicate regularly with executives at client organizations to deepen relationships, lead strategic visioning sessions, and gather feedback to improve our offerings
  • Cultivate open pathways for communication between the Customer Success and Sales teams to ensure optimal transfer of knowledge and relationships
  • Work with the CEO and Sales team to identify and build systems to drive client referrals
  • Pioneer enterprise Customer Success processes and best practices, and transfer that knowledge efficiently to new team members

What you will bring to the party to be considered an ideal candidate:

  • Bachelor Degree (MBA preferred) and >5 years’ experience in leading customer-facing organizations in a hyper growth SaaS environment!
  • An experienced, respected leader who can operate and communicate with stakeholders (internally and externally) at every level
  • Experience leading, growing, and scaling top performing teams in Customer Success for B2B (SaaS)
  • Must have strong experience and comfort with the commercial side of customer relationships.
  • Operationally-minded and data-driven to ensure teams are as productive and efficient as possible, while also producing the right outcomes for customers and for the business
  • Deep understanding of process for interfacing with product and marketing teams
  • Deep technical expertise and ability to design appropriate solutions
  • 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
  • Strong focus on client retention and expansion
  • Deep understanding of value drivers in recurring revenue business models
  • Experience with Salesforce
  • Passion for achieving superior results, measuring metrics and hitting goals
  • Data-driven decision maker and problem-solver

Posted On: Monday, August 12, 2019

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