The Vice President, Customer Success will lead Varicent's Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA. This leadership role is responsible for driving customer outcomes, adoption, renewals, and expansion while representing the voice of the customer across Product, Engineering, Sales, and Support teams.
What You'll Do
- Hold steady renewal rates and reduce down sell & churn
- Expand revenue in accounts through new products and expansion opportunities
- Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of where the risks are within the customer base
- Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans
- Expand customer advocacy and referenceable customers
- Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
- Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate and enforce the creation and management of “get well plans”
- Travel to client sites domestically or internationally
- Define and manage operational OKRs (Objectives & Key Results) for team in support of the Company’s objectives and enforce the roll down of these KRs for CS members within Lattice
- Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell
- Attract high potential individual contributors and leaders into team
- Refine onboarding process for new team members
- Share knowledge within team, based on experience and lessons learned
- Encourage continuous learning within team, developing a team of next generation leaders
- Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success
- Influence company-wide culture of Customer Success
- Drive company-wide customer success processes and metrics
- Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities
- Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs
- Align with Renewal Team around measurement and forecasting
What We're Looking For
- 12+ years' experience in Go-To-Market leadership positions within technology or Saas organizations, with at least 5 years in Customer Success
- 5-7 years of experience managing managers, directors, and senior leaders
- Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Ability to communicate effectively across internal departments and external stakeholders
- Results focused with ability to drive both activity and outcome metrics
- Proven record of accomplishment working closely with Product, Services and Support teams
- Strong empathy for customers AND passion for revenue and growth
- Enthusiastic and creative leader with the ability to inspire others
- Strong executive presence and business communication skills
- Relevant Bachelor’s degree
Nice to Have
- Multilingual is a plus
Team & Environment
- Leads Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA
Benefits & Compensation
- Innovate with Purpose: Build impactful solutions for customers worldwide
- Join Excellence: Work in a diverse, collaborative, and innovative team
- Shape the Future: Lead in redefining revenue optimization
- Grow Together: Unlock your potential in a supportive environment
Compensation includes competitive salary, equity, and other benefits (specifics not disclosed).
Work Mode
- Remote position with team presence across the Americas and EMEA
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email [email protected]. Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
