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UpMetrics · 10 hours ago

Vice President of Client Success

United States

Full-time

Remote

Director/Executive

$160K/yr - $190K/yr

10+ years exp

UpMetrics is dedicated to empowering impact organizations through innovative technology and community connections. They are seeking a hands-on Vice President of Client Success to lead client-facing functions, drive operational excellence, and shape the strategy for Client Success while ensuring high-quality service delivery as the organization grows.

CommunitiesInformation TechnologySoftware

Growth Opportunities

No H1B

Responsibilities

Drive the vision for Client Success and make strategic decisions that align with market positioning and overall business strategy

Translate the vision and strategy into actionable department goals and priorities while keeping teams focused and motivated

Support strategic planning in collaboration with the Leadership Team

Use data-driven insights and comprehensive metrics/KPIs to make informed, executive-level strategic decisions with significant business impact

Collaborate cross-functionally with Outreach, Product, Community and Marketing teams to develop strategies for client acquisition, retention, and engagement

Lead, manage, and develop the full Client Success organization—including Client Management, Customer Success Engineering, Support, and Education Services - ensuring each function has clear roles, strong managers, and aligned goals

Oversee and strengthen client services delivery, including by building on and refining our delivery playbooks, identifying opportunities for enhanced value and efficiency, and ensuring our remote team has the structure and clarity to succeed

Assess and upgrade our current client success infrastructure by addressing gaps, refining our existing internal processes, and overseeing improvements to tooling

Develop and implement operational best practices for Client Success

Support capacity planning and analysis to ensure people are in a position to succeed

Drive retention excellence by ensuring clients renew subscriptions and achieve target retention metrics

Serve as executive sponsor for select strategic accounts, critical escalations, and C-suite relationships to ensure long-term partnership success

Become a subject matter expert on UpMetrics products, services, and the social impact sector to best position UpMetrics to support client business goals

Develop expansion revenue through strategic upselling/cross-selling initiatives and client advocacy programs that generate referrals and success stories

Qualification

Client Success ManagementSaaS ExperienceOperational OversightAnalytical SkillsImpact Sector KnowledgeEnterprise Client Success PlatformsData-Driven Decision MakingTeam LeadershipContinuous ImprovementEmpathyAttention to DetailAdaptability

Required

10+ years of demonstrated experience in Client Success within a SaaS and Services environment, with at least 5 years in senior positions managing multiple teams

Self-starter who thrives in ambiguity and is ready to roll up your sleeves to build something new

Skilled at operational oversight, capable of managing a distributed team while providing clarity and efficiency across multiple complex client accounts and internal initiatives

Operate with high agency and adaptability, ready to navigate evolving circumstances and drive progress

Possess the ability to both define the strategy and lead its execution

Passionate about continuous operational improvements and client satisfaction, with proven ability to leverage technology and automation to increase efficiency

Strong analytical skills to leverage metrics in making data-driven decisions with significant business impact

Empathetic leader who models humility, is committed to developing and empowering team members, and serves as a trusted advisor and partner to your peers and team members

Demonstrate attention to detail and hold yourself and your team accountable for reliability and high-quality work product

Passionate about the social impact sector and are motivated by the opportunity to help mission-driven organizations succeed

Experience working with enterprise Client Success platforms

Preferred

Experience in the impact sector (Grantmakers, Impact Investors, CSR, or Nonprofits) is a plus

Benefits

Equity incentive plan

70% employer paid health insurance for employees and family

Dental and vision insurance

Fully paid Life and Accidental Death & Dismemberment insurance

Fully paid Short- and Long-term Disability insurance

Unlimited time off policy, plus paid holidays and monthly Wellness Fridays

Paid parental leave policy, eligible after one year of employment

FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford

401K plan

Remote work equipment

Annual company retreat and quarterly virtual company events

Outstanding team and meaningful work