griddable.io · 3 days ago
SVP, Marketing Cloud, Customer Success
Greater Indianapolis
Full-time
Onsite
Director/Executive
15+ years expGriddable.io is seeking a Senior Vice President for Marketing Cloud, responsible for delivering customer success outcomes and ensuring clients achieve their business objectives. This role involves leading customer support operations, driving proactive adoption, and building partnerships with Product and Engineering to enhance product quality.
AnalyticsBig DataCloud Data ServicesData IntegrationInformation TechnologySaaSSoftware
Responsibilities
Lead Customer Support Operations: Deliver world-class service for Marketing Cloud; guide teams through an agentic transformation in modern customer support; champion AI-powered efficiency and productivity tools; and serve as the executive escalation point for high-severity issues, personally engaging with customer executives to drive resolution
Drive Proactive Adoption: Lead proactive engagement models to increase product consumption and accelerate customer value realization across both products, while defining scalable strategies to expand coverage and engagement throughout the customer lifecycle
Scale Customer Onboarding: Lead onboarding programs to ensure successful implementation and activation of Marketing Cloud, driving faster time-to-value and first-value milestones
Strengthen Technical Health: Lead technical architect resources to proactively engage customers, improve technical health, prevent escalations, and remediate risks through scalable programs
Deliver Success Plan Entitlements: Ensure high-quality delivery of Success Plan offerings across all customers by defining success metrics, monitoring performance, and continuously increasing customer value
Champion the Customer Voice: Act as the primary conduit between customers and Product & Engineering leadership, ensuring customer feedback directly influences product quality, roadmap priorities, and innovation through scalable feedback mechanisms
Develop High-Performing Teams: Grow and lead a collaborative, outcome-driven Customer Success organization grounded in customer empathy, technical excellence, high productivity, and strong morale
Drive Accountability for Results: Define and own KPIs across support, adoption, onboarding, technical health, and Success Plans, aligning execution to business priorities and delivering measurable improvements in customer satisfaction, retention, and expansion
Qualification
Required
Equivalent of 15+ years in Customer Success, technical support, product management, or similar experience, with at least 5+ years in a senior leadership role leading Customer Success teams at scale
Preferred or demonstrated experience working with other Marketing solutions
Proven ability to inspire, lead, and grow large, global Customer Success organizations. A respected people leader with a track record of hiring, developing, and retaining top talent through talent acquisition, onboarding, and retention programs
Strong understanding of AI, automation, support technologies, and Customer Success platforms. Must have experience owning strategy for technical support, adoption programs, and customer health initiatives
Demonstrated ability to define the big picture while also sweating the details. A track record of building scalable Customer Success operations and programs that drive measurable business outcomes
Exceptional communicator, both written and oral, with an executive presence and storytelling ability. Able to effectively influence and gain support across a globally distributed organization. Strong public speaking abilities
Expert in support automation and Customer Success operations. Deep expertise in metrics-driven management, process optimization, and driving efficiency at scale
Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Company
griddable.io
Griddable.io is a San Jose, CA based SaaS startup that closed Series A funding in 2017 from August Capital, Artiman Ventures, and Carsten Thoma, founding CEO of Hybris (acquired by SAP).
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$8M2019-01-28Acquired
2018-02-28Series A· $8M
Leadership Team
Burton Hipp
VP of Engineering/Founder
Company data provided by crunchbase