VP of Customer Success

Posted about 6 hours agoViewed

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💎 Seniority level: Vp

📍 Location: United States, EST

🔍 Industry: Software Development

🏢 Company: Search Atlas

🗣️ Languages: English

🪄 Skills: LeadershipData AnalysisPeople ManagementCross-functional Team LeadershipProduct AnalyticsCommunication SkillsAnalytical SkillsCustomer serviceSEORESTful APIsMentoringAccount ManagementReportingClient relationship managementSales experienceTeam managementStrategic thinkingProcess improvementCustomer supportCustomer SuccessSaaS

Requirements:

Proven experience in a senior customer success leadership role, preferably in SaaS
Strong ability to analyze customer data and develop strategic initiatives that enhance retention and satisfaction
Exceptional leadership and team management skills with experience growing and scaling teams
Ability to work cross-functionally with product, sales, and marketing to drive customer outcomes
Technical mindset with the ability to deeply understand our product and identify usability improvements
Experience creating Loom videos or similar formats to document product issues and propose solutions
Background in SaaS or SEO is a strong plus
Fluent in written and verbal English
Comfortable working in a fast-paced startup environment

Responsibilities:

Define and execute a customer success strategy aligned with company goals to drive retention, expansion, and customer satisfaction
Lead, mentor, and scale the Customer Success team, fostering a high-performance culture
Develop and implement scalable customer success processes, including onboarding, engagement, and retention frameworks
Establish and refine proactive client communication strategies and escalation protocols
Collaborate with product and engineering teams to advocate for customer needs and improve product usability
Monitor key customer success metrics and drive data-informed improvements
Create structured client feedback loops and satisfaction surveys to measure and improve customer experience
Oversee best practices for client reporting, communications, and issue resolution

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🏢 Company: Rad AI👥 101-250💰 $60,000,000 Series C about 2 months agoArtificial Intelligence (AI)Enterprise Software Health Care

🔧 Requirements

10+ years of experience in customer success, account management, or related functions within a healthcare SaaS or technology company.
Proven leadership in scaling customer success teams in high-growth environments, with deep experience building and optimizing customer success playbooks, operating frameworks, and automation tools to scale a rapidly expanding organization.
Demonstrated ability to build and manage CXO-level relationships within large healthcare organizations while also driving engagement at the frontline provider level.
Strong leadership skills with a history of mentoring and developing senior-level customer success leaders.
Experience designing and implementing scalable processes and customer engagement strategies.
Strong commercial orientation with a proven track record of driving multi-product cross-sell and expansion strategies, maximizing customer lifetime value and revenue growth.
Strong understanding applications of AI in healthcare and the ability to articulate technical concepts to non-technical stakeholders.
Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal executives.
Data-driven mindset with experience using customer success metrics to drive decision-making.

💡 Responsibilities

Build, scale and lead a high-performing customer success team.
Design and execute a best-in-class customer success strategy that drives customer engagement, retention, and expansion while aligning with company’s rapid growth and objectives.
Establish scalable, data-driven operating system for managing customer success, ensuring seamless onboarding, proactive engagement, risk mitigation, and renewal strategies, to maximize customer engagement and growth.
Foster deep, trusted customer relationships across all customer levels - from CXOs to frontline physicians - to drive adoption, loyalty, and expansion.
Partner closely with sales, product, implementations, and marketing to create a seamless customer experience, advocating for customer needs and translating insights into product innovation and business growth.
Define, track, and optimize key customer success metrics, including Net Promoter Score (NPS), adoption, retention, expansion revenue, and customer health metrics, providing data-driven insights to the executive team.

LeadershipData AnalysisPeople ManagementCross-functional Team LeadershipOperations ManagementProduct DevelopmentBusiness OperationsStrategic ManagementCommunication SkillsCustomer serviceMentoringAccount ManagementRelationship managementSales experienceStrategic thinkingCustomer supportCustomer SuccessSaaS

Posted 1 day ago

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