VP, Client Success

Momentive

2d•Remote

About The Position

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com. At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.

Requirements

10+ years of Account Management, Client Success Management, or Association Executive experience required
Bachelor's degree required or equivalent experience
Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function
Must have excellent analytical and problem-solving skills
Proven abilities to develop high-performing sales and relationship management organizations serving large portfolios (1,000+) clients
Experience leading client success organizations with 15-20 team members
Track record of driving enterprise-wide transformation and standardization initiatives
Advanced proficiency in Office 365 suite and client success platforms (Gainsight, ChurnZero, etc.)
Experience selecting and implementing enterprise-level client success technology stacks
Data analytics and business intelligence tools expertise for portfolio-level insights
CRM administration & process adoption and adherence across full portfolio that matches with Client Success departmental approach
Senior leadership with ability to present to executive teams and key stakeholders
Complex organizational change management across acquired companies and diverse cultures
Advanced talent acquisition, development, and succession planning capabilities
Cross-functional leadership spanning sales, marketing, product, and service delivery teams
Crisis management and escalation resolution at enterprise client level
Strategic portfolio management for enterprise and mid-market client segments
M&A integration experience with client success function consolidation
Revenue strategy development including expansion, retention, and new market penetration
Industry thought leadership and external speaking/conference participation
Competitive analysis and market positioning for client success initiatives
Negotiation Skills: knowledge and experience working with Software, Professional Services and general consulting MSAs, Order forms, Service Level Agreements, SOWs and other related contract documents.
Operational Excellence: A keen eye for operational efficiency, process optimization, and risk management.
Financial Acumen: The ability to manage proposals including pricing and client value expressions.
Communication Skills: Clear and effective communication both internally and with clients is crucial.
Problem-Solving: The capability to identify and solve complex problems in a dynamic business environment.
Adaptability: The capacity to adapt to changing market conditions, client needs, and industry trends.

Nice To Haves

Experience with private equity or venture capital backed organizations
International client success operations and cultural adaptation expertise
Digital transformation leadership in client-facing functions
Client advisory board and executive sponsor program development
Advanced negotiation skills for enterprise contract renewals and expansions

Responsibilities

Building and leading a team of high-performing Client Success Managers.
Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities.
Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan
Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk. NPS will be a primary tool with other methods ensuring efficiency and effectiveness.
Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives.
Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.
Coach and manage team members to identify opportunities to expand or enhance service offerings to meet changing client needs. Seek to improve the effectiveness of CSM conversations with clients to uncover unmet needs. Manage targeted client expansion campaigns.
The overall role of the Client Success Team Leader is to manage a portfolio of accounts and an associated CSM team. Periodically, the CSM team leader will be required to manage a small number of accounts based on their importance or status (e.g., at risk). As retention risk is increased, carefully transitioning the account to a core team member.
Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes (satisfaction, renewal rates, expansion, etc).
Coach and manage CSMs to efficiently and effectively execute standard work routines.
Coach and manage CSMs to follow standard policies, processes and procedures.
Identify opportunities to improve operational processes to improve CSM efficiency and effectiveness.
Establishing and maintaining quality standards.
Ensuring that services comply with industry regulations and standards.
Maintain a consistent practice of team huddles, meetings and individual conversations to ensure team members are aligned to organization objectives and are feeling engaged and motivated to perform their role.
Facilitating effective communication between different departments, ensuring alignment on goals and strategies.
Collaborating with sales, marketing, product development and service delivery teams to ensure a unified approach to client engagement and service delivery.