110 applicants

Company

Donorbox · 22 hours ago

Vice President of Customer

United States

Full-time

Remote

Director/Executive

$180K/yr - $220K/yr

10+ years exp

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CrowdfundingNon Profit

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Responsibilities

Develop and execute a holistic customer strategy that integrates support, support engineering, and account management into a cohesive, exceptional customer experience.

Align post-sales initiatives with broader company objectives, ensuring every touchpoint maximizes customer satisfaction, product adoption, retention, and revenue expansion.

Define and prioritize key metrics for success, including CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), Net Revenue Retention, and Churn.

Lead, mentor, and grow a multi-functional team, including Support Specialists, Support Engineers, and Account Managers, fostering a culture of excellence, empathy, and continuous improvement.

Set clear performance metrics, KPIs, and goals, regularly reviewing team performance and implementing coaching or professional development plans as needed.

Oversee the delivery of outstanding technical and non-technical support, ensuring customers experience swift, accurate, and empathetic resolution of issues.

Collaborate closely with Product and Engineering teams to prioritize and escalate product feedback, drive technical improvements, and reduce overall support volume through proactive solutions and self-service tools.

Continuously refine processes, tooling, and support documentation to improve efficiency, scalability, and overall performance metrics

Help support a strong support engineering team that diagnoses and solves isolated bugs and help manage the solution implementation process.

Own the post-sale revenue lifecycle, building strategies to retain and grow key accounts through consultative relationship management, value realization, and proactive opportunity identification.

Work with Sales, Marketing, and Product teams to develop targeted expansion strategies and engage customers with new features, upgrades, and professional services.

Track and analyze key revenue metrics (e.g., Net Revenue Retention, Expansion Revenue, Churn), ensuring the customer organization meets or exceeds quarterly and annual revenue targets.

Serve as the voice of the customer internally, championing their needs and ensuring that product roadmaps, go-to-market plans, and overall company strategy reflect a deep understanding of customer pain points and opportunities.

Analyze customer data and feedback to uncover trends, drive product enhancements, and inform the overall customer engagement strategy.

Partner closely with Product, Engineering, Sales, and Marketing leadership to align customer-facing initiatives and ensure a seamless pre-sales to post-sales handoff.

Act as a strategic advisor to the leadership team, influencing company-wide decisions with customer and revenue perspectives.

Qualification

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Customer SuccessAccount ManagementRevenue GrowthSaaS ExperienceB2B ExperienceData-Driven ApproachCustomer Engagement ToolsStrategic Thinking

Required

10+ years in customer-facing roles (Customer Success, Support, Account Management), with at least 5 years in a senior leadership capacity.

Experience in a SaaS, B2B, or technology environment is strongly preferred.

A proven track record of owning and driving revenue growth, retention, and expansion within a customer organization.

Demonstrated passion for customer experience excellence, with the ability to translate that philosophy into repeatable operational strategies and team culture.

Comfortable working closely with product and engineering teams, with a strong understanding of how to troubleshoot technical issues and guide customers through complex product environments.

Proficient in leveraging data, analytics, and KPIs to inform decisions, set targets, and measure success.

Exceptional team leadership, mentoring, and communication skills.

Adept at strategic thinking yet willing to dive into the details to ensure success on the ground.