Digital Crypto Pay · 6 days ago
Vice President of Customer Success
Omaha, NE
Full-time
Onsite
Director/Executive
20+ years expDigital Crypto Pay is focused on enhancing customer success and satisfaction. The Vice President of Customer Success will develop and execute strategies to maximize retention, satisfaction, and revenue growth while leading various customer-focused teams.
Financial Services
Responsibilities
Develop company-wide customer success strategies aligned with revenue growth and product goals
Build a customer lifecycle management system (Onboarding → Adoption → Expansion → Renewal)
Identify customer growth opportunities and drive account expansion and long-term value maximization
Lead customer success, customer support, customer experience, and customer operations teams
Establish performance systems and KPI metrics, fostering a high-performance team culture
Recruit, train, and develop senior customer success management talent (CSM Leadership)
Manage strategic and key accounts (Enterprise/Strategic Accounts)
Establish a customer health scoring system
Ensure continuous improvement of customer experience, increasing customer loyalty and brand reputation
Monitor core customer metrics: Retention, Churn, NPS, LTV, ARR Expansion
Utilize data-driven decision-making to optimize customer engagement strategies and service models
Integrate with CRM and customer success tools (e.g., Gainsight, HubSpot, Salesforce)
Collaborate with Sales, Product, Marketing, and Support teams
Drive Revenue Operations (RevOps) collaboration to improve revenue conversion and customer renewals
Translate customer feedback into product and growth improvement suggestions
Design scalable customer success processes (Onboarding, QBR, Renewals)
Establish customer automation and tiered service models (Enterprise/SMB/Self-Serve)
Optimize customer support SLA and service quality systems
Qualification
Required
Bachelor's degree or above
20+ years of experience in customer success, customer experience, customer operations, or revenue growth
15+ years of team management or senior management experience
Customer Success Strategy and Lifecycle Management
Revenue Growth, Renewal, and Customer Retention Management
Advanced Customer Negotiation and Relationship Management
Data-Driven Decision Making (Retention / LTV / NPS / Expansion)
CRM / Customer Success Platforms (Salesforce, Gainsight, HubSpot, Totango)
Leadership, Cross-Functional Communication, and Strategic Execution Capabilities
Customer Retention Rate
Customer Churn Rate
Net Revenue Retention (NRR)
Customer Lifetime Value (LTV)
Customer Satisfaction (CSAT / NPS)
Expansion Revenue Growth Rate
Preferred
MBA
Experience in SaaS, FinTech, B2B enterprise services, or high-value customer management
Company
Digital Crypto Pay
Digital Crypto Pay is your all-in-one platform for seamless crypto transactions.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase