Onit · 4 hours ago
Vice President of Customer Success
United States
Full-time
Remote
Director/Executive
10+ years expOnit is redefining the future of legal operations through AI, offering innovative solutions for enterprise legal management. The Vice President of Customer Success will lead efforts to ensure customers achieve their desired outcomes through SaaS solutions, overseeing a multi-national team to drive adoption, satisfaction, and retention.
Business IntelligenceBusiness Process Automation (BPA)Enterprise ApplicationsEnterprise SoftwareSaaSSoftware
Responsibilities
Develop and implement a comprehensive customer success strategy aligned with the company's objectives
Define and optimize the customer lifecycle, establishing clear stages and corresponding strategies to enhance the customer experience
Implement a framework to introduce value definition and realization into our journey maps
Build, mentor, and lead a high-performing Customer Success team, fostering a culture of customer-centricity and continuous improvement
Establish performance metrics and provide regular feedback to ensure team members achieve their goals
Develop strategies to reduce churn, increase renewal rates, and identify opportunities for account expansion through upselling and cross-selling
Monitor customer health metrics and proactively address issues to ensure customer satisfaction and loyalty
Standardize and streamline customer success processes, including onboarding, training, support, and advocacy programs
Implement best practices to enhance operational efficiency and effectiveness
Leverage system, AI and process changes to automats and improve risk and opportunity identification and process compliance
Develop a strong digital success strategy to scale our CS motion to customers in a more successful way
Collaborate with Sales, Product, Marketing, and other departments to ensure a cohesive approach to customer engagement and success
Act as the voice of the customer, providing insights to inform product development and marketing strategies
Leverage data analytics to gain insights into customer behavior, satisfaction, and usage patterns
Utilize these insights to inform strategic decisions and improve customer outcomes
Develop and manage customer advocacy programs, including case studies, testimonials, and reference initiatives
Build strong relationships with key customers, acting as an executive sponsor when necessary
Qualification
Required
Bachelor's degree in Business, Marketing, or a related field
10+ years of experience in customer success, account management, or related customer-facing roles within a SaaS or technology-driven organization
Proven track record of leading and scaling customer success teams, with a focus on driving customer satisfaction, retention, and growth
Strong understanding of SaaS business models and the customer lifecycle
Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization
Analytical mindset with the ability to leverage data to drive decision-making and process improvements
Experience with customer success platforms (e.g., Planhat, Gainsight), CRM systems (e.g., Salesforce) and understands AI and how to best integrate into our ability to keep and grow customers
Demonstrated ability to think strategically, execute tactically and manage operationally
Passion for customer success and a deep understanding of value drivers in recurring revenue business models
Company
Onit
Onit deploys Onit apps to simplify business process automation and improve business productivity across all departments and industries.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$216.57MKey Investors
K1 Investment ManagementLevel Equity ManagementAustin Ventures
2019-01-08Private Equity· $200M
2016-10-27Series Unknown· $8.25M
2016-01-08Series B· $0.03M
Leadership Team
Michael Farlekas
Chief Executive Officer
Jean Yang
VP & Co-founder - AI Center of Excellence
Recent News
Company data provided by crunchbase