The VP Customer Success will report directly to the Chief Revenue Officer and will play a critical role in leading all customer-facing post-sales activities including Customer Success, Technical Account Management, Solutions Architecture, Professional Services, and Technical Support. This role is designed for a visionary leader who excels in building and scaling customer-focused teams and processes in a dynamic, fast-paced environment. The VP Customer Success will be responsible for developing and implementing strategies that foster long-term customer relationships, drive customer satisfaction, and ultimately contribute to revenue growth through strong retention and increased customer loyalty.
What You'll Do:
Strategic Leadership: Develop and execute a comprehensive customer success strategy that aligns with company goals, focusing on enhancing customer satisfaction, retention, and lifetime value.
Team Building and Leadership: Recruit, mentor, and lead a high-performing team across Customer Success, Technical Account Management, Solutions Architecture, Professional Services, and Technical Support. Foster a culture of excellence, collaboration, and continuous improvement.
Process Development: Break down the critical onboarding, adoption, renewal and upsell steps and create scalable and repeatable processes with clear stages and exit criteria to support a growing customer base. Define customer segmentation and strategies for assigning resources, programs, and services. Identify opportunities to enhance the customer experience at every touchpoint.
Customer Advocacy: Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.
Value Realization: Ensure customers are realizing the full value of their investment in Salt Security solutions through effective onboarding, education, and ongoing engagement strategies. Deploy programs to help drive product operationalization and business value with customers. Relentlessly focus on key customer outcomes such as Time to Deploy, Time to First Value, resolution time, NPS/CSAT, and customer retention.
Net Retention Growth: Implement processes and systems to monitor customer health and identify potential issues or opportunities for intervention. Drive revenue growth within the existing book of business through upsell, cross-sell and increases in utilization.
Collaboration and Integration: Work closely with Sales, Marketing, Product Development, and other departments to align resources and create a seamless customer experience from the initial sale through the entire customer lifecycle. Analyze trends in CSAT/NPS to identify areas of improvement.
Performance Metrics: Define and track key metrics to measure the effectiveness of customer success initiatives, including customer satisfaction, retention rates, and customer lifetime value.
About You:
Proven experience in a senior customer-facing post-sale leadership role within a technology or cybersecurity company, with a strong preference for candidates with 10+ years of post-sale leadership and 5+ years of senior-level leadership experience who have successfully scaled customer success and professional services.
Demonstrable track record of developing and implementing successful customer success and services strategies that have resulted in exceeding targets for customer satisfaction, retention, and growth.
Strong leadership skills with the ability to inspire and mobilize a team towards achieving shared goals. Care deeply about culture and values and can be a steward for transparency, collaboration, diversity and inclusiveness, impact, and innovation.
Excellent communication skills, with the ability to simplify the complex and effectively interface with customers, executive, operational, and technical teams.
Compelling executive presence in front of customers, partners, employees, and board members.
Strategic thinker with the ability to analyze data to inform decisions, identify trends, and anticipate customer needs.
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