Profit Isle · 5 days ago
Vice President of Customer Success
Massachusetts, United States
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expProfit Isle is a fast-growing, innovative SaaS company that helps businesses unlock hidden profitability. As the Vice President of Customer Success, you will lead the Customer Success team, develop strategies to enhance customer experience, and collaborate with executive leaders to align goals with customer needs.
AnalyticsArtificial Intelligence (AI)FinanceInformation TechnologyMachine LearningSoftware
Responsibilities
Develop and execute the overall Customer Success strategy, including customer onboarding, engagement, retention, and advocacy
Set and monitor KPIs to measure the effectiveness of Customer Success programs and drive continuous improvement
Partner with the executive team to align customer success strategies with company goals and growth objectives
Build, mentor, and lead a high-performing Customer Success team; define roles, set objectives, and support professional development
Foster a culture of customer-centricity, collaboration, and accountability within the team
Oversee the customer lifecycle from onboarding to renewal, ensuring a seamless and valuable experience at every touchpoint
Develop and implement strategies to improve customer satisfaction, reduce churn, and drive upsell and cross-sell opportunities
Establish and manage processes, tools, and best practices to deliver efficient and effective customer support
Use data and analytics to identify trends, risks, and opportunities for improvement in customer interactions and success metrics
Work closely with Sales, Product, and Marketing, and back-end teams to ensure alignment on customer feedback, product enhancements, and market trends
Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback informs company strategies
Build strong executive level relationships with key customers and serve as a trusted advisor to help them achieve their business goals
Create and leverage customer success stories and case studies to support marketing and sales efforts
Qualification
Required
Bachelor's degree in Business, Marketing, Finance, Accounting, Economics or a related field, or equivalent work experience in customer success with a financial/analytical product (MBA or advanced finance degree preferred)
A track record of building and scaling customer success teams in a SaaS or tech environment
8+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role
A strong understanding of and capacity to work easily with financial statements and metrics as well as demonstrated skills using reporting systems
Exceptional leadership, communication, and interpersonal skills with the ability to inspire and motivate teams
Strategic thinker with a customer-centric approach and a track record for delivering outstanding service and results
Success in a fast-paced startup environment and the ability to adapt to shifting circumstances
Preferred
MBA or advanced finance degree
Benefits
Highly competitive base salary.
Significant opportunities for professional growth and career advancement.
Comprehensive benefits package.
Flexible hybrid work environment.
The chance to work with a great team and an innovative product, both delivering measurable value to clients.
A collaborative and supportive company culture.
Company
Profit Isle
SaaS platform designed to empower businesses in their AI journey and to transform their approach to profitability.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
John Wass
Co-Founder and CEO
Hady Lattouf
Chief Technology Officer
Company data provided by crunchbase