Vice President, Customer Success

Suzy puts the voice of the consumer at your fingertips. Whether you’re a novice or an expert researcher, our platform brings advanced tools together with the highest quality audience to deliver insights in minutes. Some of the biggest brands in the world use Suzy to deliver breakthrough products and experiences backed by data-driven decisions. Learn more at www.suzy.com.

Suzy’s Customer Success Team, which represents the knowledge hub of our consumer-centric company, is seeking a strong operational and revenue growth leader to fill the position of Vice President of Customer Success. Under the direction of our Chief Customer Officer, this role will focus on implementing and running the day to day operations of the team, taking ownership of revenue and logo retention, reducing revenue and client churn and identifying future product opportunities for our product team. As the ideal candidate, you thrive in all aspects of customer revenue growth, onboarding, training and retention management, are adept at building and scaling processes, and love using data to drive business decisions and growth.  You possess significant experience building and scaling customer success operations.

This role is a unique and exciting challenge for you to build out and optimize scalable Customer Success operations, establish and optimize benchmarks and best practices. You will leave a significant thumbprint on our company revenue growth by assuming this role.  

• Establish a services/solutions revenue generating business
• Deliver and manage world-class, scalable customer success processes at every point in the customer lifecycle including sales, training, on-boarding, customer service, and post-sales customer journey
• Create a comprehensive customer retention calendar, working in partnership with our Center of Excellence team to mitigate churn and ARR reductions, deepen up-sell/cross-sell penetration, and improve customer satisfaction and renewals across all business segments.
• Understand and utilize internal and client data to drive better business decisions, predict/increase revenue, and optimize processes
• Increase company revenue retention goals by effective partnerships with discipline leads across the business
• Optimize renewals and up-sells and grow multi year renewal structures
• Motivate and inspire customer teams by ensuring they are fully supported and empowered to deliver on their goals
• Drive culture and metrics focused on customer experience and service solutions
• Partner with marketing to design campaigns for customer feature adoption
• Ensure the team operates from a comprehensive set of processes and full adoption of our CRM database and other sales and CS enablement tools for scalability. 

• Bachelor’s Degree or equivalent
• 10+ years’ experience successfully leading a sales or Customer Success team, in a B2B SaaS environment
• Creates success through data-driven decisions and operational excellence
• Prior success building and implementing day to day Customer Success operations processes at a $30MM+ company
• Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
• Ability to hire and lead a revenue retention focussed customer success team
• Ability to thrive in a cross-functional environment while juggling multiple responsibilities
• Talent for synthesizing complex ideas and communicating them in a way that others can easily understand
• High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others
• An understanding of enterprise technology
• Domain knowledge in market research and analytics needed
• Take an entrepreneurial approach to leadership - identify needs and roll up your sleeves to get it done

Benefits:

• We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately
• A friendly, fun, and collaborative work environment that allows for frequent exposure to executives
• The opportunity to make an immediate impact as a part of a fast-growing company
• The target base compensation for this role is $170,000 - $220,000 /yr.

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work. 

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