VP of Customer Success

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Requirements:

• Significant experience in leading Customer Success or post-sales Solution Architecture teams at a technology-focused software or infrastructure. company, preferably with a SaaS or subscription-based revenue model. Experience running technical support teams is preferable.
• A strong understanding of the technical needs of developers and technical stakeholders, with the ability to align their goals with business outcomes.
• A proven track record of driving customer satisfaction, retention, and expansion at scale, with experience managing strategic accounts and improving key metrics like NRR and CSAT.
• Expertise in developing and implementing scalable processes and tools to support customer success, including the use of customer success platforms and CRM systems.
• Excellent leadership and people management skills, with experience building and developing high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, both internally and externally.
• A customer-centric mindset combined with a strategic perspective, enabling you to align customer success with overall company objectives.
• The ability to balance strategic priorities with hands-on execution in a fast-paced, high-growth environment.
• A data-driven approach to decision-making, with proficiency in customer analytics and success metrics.

Responsibilities:

• Shape and execute Ably’s customer-centric strategy.
• Act as a trusted advisor to Ably customers.
• Lead and develop a high-performing Customer Success and Support team:
• Grow customer value.
• Drive operational excellence and efficiency.
• Collaborate cross-functionally to deliver value: