200+ applicants

Company

Quickbase · 1 day ago

VP, Customer Success

United States

Full-time

Remote

Director/Executive

12+ years exp

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AppsBusiness Process Automation (BPA)

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Responsibilities

Lead and inspire a diverse, high-performing global Customer Success team, providing direction, mentorship, and professional development opportunities.

Develop and execute the global Customer Success strategy with a focus on value realization, customer retention, and expansion.

Collaborate with senior leadership across Sales, Product, Marketing, and Operations to align on customer success initiatives and drive business growth.

Oversee the establishment of measurable customer success metrics and KPIs to track and report on value delivered to customers.

Define and execute strategies to ensure customers achieve measurable value from their investment in our products or services.

Implement customer success methodologies to guide CSMs in driving customer onboarding, adoption, retention, and expansion.

Develop and refine customer success playbooks and resources to maximize customer outcomes across multiple engagement models.

Ensure that the voice of the customer is heard and acted upon, gathering feedback to improve the overall customer experience and inform product development.

Build and manage a high-performing global team of Customer Success Managers, ensuring alignment with company goals and the ability to scale as the business grows.

Drive a culture of accountability, customer-first mentality, and continuous improvement within the CSM team.

Foster collaboration among regional teams to ensure consistent delivery of customer success initiatives and best practices.

Develop and manage the performance and career development plans for direct reports, including setting individual and team goals aligned with broader business objectives.

Cultivate strong relationships with key customer stakeholders and serve as an executive-level advocate for customer success within the organization.

Drive proactive and strategic engagements with customers to ensure continuous value realization, while identifying opportunities for account expansion and upsell.

Lead efforts to reduce churn, increase renewals, and build customer loyalty by ensuring customers see and experience ongoing success.

Partner closely with Sales, Product, Marketing, and other departments to ensure seamless handoffs and communication with customers across all stages of the lifecycle.

Collaborate with Product and Engineering teams to ensure customers' needs and feedback are incorporated into product roadmaps and enhancements.

Work with the Marketing team to create customer success stories, case studies, and other content that highlights customer achievements and drives further engagement.

Utilize customer data and analytics to continuously improve customer success efforts and drive operational excellence.

Leverage technology and tools (e.g., CRM, customer success platforms) to monitor customer health, track value realization, and deliver insights to leadership.

Provide regular reports and updates to the executive team on key performance metrics, progress toward strategic goals, and overall customer satisfaction.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementSaaS ExpertiseStrategic ThinkingData AnalysisCustomer RetentionTeam ManagementSalesforceGainsightChurnZeroLean MethodologyAgile MethodologySix Sigma

Required

12+ years of experience in customer success, account management, or related fields, with at least 5 years in a senior leadership role.

Proven track record in leading global teams and scaling customer success operations in a high-growth environment.

Expertise in driving value realization, retention, and expansion in a SaaS or technology-driven business.

Demonstrated success in building and implementing customer success strategies, frameworks, and methodologies that result in measurable business outcomes.

Exceptional leadership and team-building skills, with a history of managing diverse, global teams.

Strong strategic thinking and problem-solving capabilities, with the ability to influence and drive results at all organizational levels.

Excellent communication and interpersonal skills, with the ability to present to C-suite executives and build strong customer relationships.

Deep understanding of customer success metrics, analytics, and tools (e.g., Salesforce, Gainsight, ChurnZero, etc.)