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VP of Customer Success

Company: Hypersonix Inc.
Location: San Jose
Posted on: September 22, 2022

Job Description:

Key Responsibilities

  • Responsible for ensuring customer satisfaction across Hypersonix's entire customer base
  • Ensure alignment with customer expectations and behaviors to success, deeply understanding the customer's organizational goals, culture, blockers and priorities
  • Be an escalation contact for high level customer stakeholders and understand when further escalation is needed
  • Work with the customer to identify/resolve all issues that could impact customer satisfaction
  • Drive and enhance ongoing engagements with customers including check-ins, QBRs and establish the right customer cadence along with other internal customer facing teams
  • Key success metrics for this role are: retention of revenue, expansion of revenue and customer satisfaction
  • Identify reasons for expansion and address concerns on retention
  • Improve customer engagement and increase adoption of our Hypersonix platform by being the customer's most trusted advisor and the voice of the customer internally
  • Inspire and grow the Customer Success Team
  • Lead, mentor and further develop a high performing Customer Success team; design and set daily, weekly, and monthly targets to drive execution toward growth and retention metrics
  • Actively coach the Success Team to master necessary skills to become the best-in-class Customer Success Team
  • Create a culture dedicated to growth, collaboration, accountability, and respect toward Hypersonix's mission and values
  • Drive continuous improvement across the Customer Journey
  • Evolving key customer touch points to move to a proactive approach in customer sentiment as well as predictably manage renewal and expansion forecasts
  • Establish and maintain key metrics to appropriately enhance Hypersonix's Ideal Customer Profile to highlight and inform GTM strategy
  • Actively manage a team that range in servicing different use cases across our verticals to ensure a proactive approach to the customer experience
  • Enhance and enforce our customer journey through post sales funnel Salesforce stages
  • Provide technical guidance to customer developers, product managers, systems architects, applied research scientists, etc around best practices on how to leverage the client's technology
    About You As the VP of Customer Success, you will be a proven leader with relevant SaaS and solutions delivery experience who has expertise in accelerating account growth. You will have a track record of owning the customer journey and successful retention. You will also bring an operational mindset focused on metrics, KPIs and accountability.

    • 10+ years of customer facing experience
    • 5+ years of customer success experience leading high-performing teams in a high-growth, SaaS environment, ideally working with enterprise level customers
    • 3-5 years of direct management, with demonstrated success building
    • Experience working in a global company
    • An ability and desire to deliver results at both strategic and tactical levels
    • Metrics driven; possess a data analytics and process mindset that can build organizational scalability to deliver predictable, repeatable and scalable results
    • Proven ability to attract, develop, retain and motivate a team, combined with strong leadership skills
    • An inquisitive nature and a relentless focus on continuous improvement
    • An entrepreneurial spirit with innovative ideas
    • Competitive - you have a strong desire to exceed expectations and possess a results-oriented mindset
    • Experience managing high-value accounts through high-touch partnerships with customers
    • Experience working in tech environments and in e-commerce industry
    • Strong communicator with the ability to explain complex concepts to a variety of stakeholders
    • Results-driven contributor who can work independently and as part of a virtually-collaborative team
    • Ability to adapt information & style to the audience, explain difficult concepts concisely, establish consensus, and ultimately gain agreement
    • Highly curious and willing to stretch, learn, develop, and (at times) be uncomfortable making decisions without all of the data
    • Create cultures dedicated to growth, collaboration, accountability and respect, a value-oriented environment that rewards teamwork, accountability and achievement

Keywords: Hypersonix Inc., San Jose , VP of Customer Success, Executive , San Jose, California

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