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VP of Customer Success

New York

Job Type

Full Time

Workspace

Hybrid

About the Role

VP of Customer Success needed in NYC at my STARTUP business spend management platform client. $125k - $150k base total target comp $175k.

Position Overview:

The Vice President of Customer Success will play a pivotal role in driving customer satisfaction, retention, and loyalty across the organization. This individual will lead the Customer Success team (which will just be you to start), setting the strategic direction and implementing initiatives to ensure our customers derive maximum value from their products/services.

Key Responsibilities:

- Strategic Leadership: Develop and execute the overarching strategy for customer success, aligning it with the company's goals and objectives. Establish key performance indicators (KPIs) to measure success and regularly evaluate progress against targets.

- Customer Engagement: Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs within the organization. Drive proactive engagement initiatives to anticipate and address customer challenges, ensuring a positive experience at every touchpoint.

- Retention and Expansion: Develop strategies and initiatives to maximize customer retention and expansion opportunities. Analyze customer data and feedback to identify areas for improvement and implement solutions to enhance satisfaction and drive long-term loyalty.

- Process Optimization: Continuously evaluate and optimize customer success processes and workflows to increase efficiency and effectiveness. Implement best practices and leverage technology solutions to streamline operations and enhance the customer experience.

Qualifications:

- 5 - 10 years of experience in client facing roles, with a proven track record of driving customer satisfaction, retention, and growth in the financial markets technology industry

- Strong understanding of customer lifecycle management, with expertise in implementing scalable customer success programs and processes.

- Excellent leadership and communication skills, with the ability to inspire and motivate cross-functional teams.

- Strategic thinker with the ability to translate customer insights into actionable initiatives that deliver measurable results.

- Analytical mindset with proficiency in data analysis and interpretation, using insights to drive informed decision-making.


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