Vice President of Customer Success

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Requirements:

• Bachelor’s Degree in Business, Management, or related fields. Master’s Degree in Business or a related field preferred.
• 10+ years of Leadership experience in customer success, account management, or a similar role in a SaaS or tech environment.
• Experience in AI-driven or tech companies preferred.
• Multi-language proficiency preferred.
• Proven track record in leading and scaling customer success teams.
• Exceptional interpersonal and communication skills.
• Strong problem-solving and analytical skills.
• Proficiency in customer success software tools.
• Ability to handle multiple priorities in a fast-paced environment.

Responsibilities:

• Lead, mentor, and scale the Customer Success, Customer Support and services teams to ensure that all customers receive top-notch service and support.
• Develop strong relationships with key stakeholders within client organizations to ensure they're deriving maximum value from our products.
• Develop and implement strategies to maximize customer retention, upsell opportunities, and minimize churn.
• Collaborate with the Product and Sales teams to ensure feedback from clients is channeled effectively and results in product improvements.
• Oversee the customer onboarding process, ensuring it's efficient, effective, and tailored to individual customer needs.
• Monitor customer health metrics, NPS scores, and other relevant KPIs. Use data to drive decisions and strategies.
• Be the point of contact for any major customer issues or escalations, ensuring timely resolution and customer satisfaction.
• Work closely with the sales team to drive renewals and identify upsell and cross-sell opportunities.
• Implement training programs for customers to ensure they fully utilize and understand the value of our solutions.