VP, Customer Success - US
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About The Position
As VP, Customer Success for North America, you will be a key contributor to the success of Odaseva. You will lead and inspire a high-performing North American Customer Success Management (CSM) team, fostering a culture of customer-centricity, collaboration, and continuous improvement. Your role will involve strategic alignment with executive leaders to define and execute the overall customer success strategy, ensuring alignment with company goals and objectives. You will serve as the executive sponsor for top-tier customers, building and maintaining strong C-level relationships to drive strategic partnerships and maximize customer lifetime value. Additionally, you will trigger revenue expansion through proactive renewals, upsells, and cross-sells within the existing customer base, collaborating closely with Sales and Account Management teams. You will establish and manage key performance indicators (KPIs) for the CSM team, including adoption, customer satisfaction, retention, expansion, and advocacy metrics. As a trusted technical advisor, you will provide expert guidance on Odaseva platform adoption, data governance, and security best practices. You will oversee and optimize the onboarding process for key customers, ensuring a seamless transition and rapid time-to-value. Furthermore, you will develop and implement programs to accelerate product adoption, increase customer engagement, and drive customer advocacy across the North American customer base. You will act as the final point of escalation for critical customer issues, ensuring swift resolution and proactive communication to maintain customer trust and satisfaction. Establishing a robust feedback loop to capture and analyze customer insights will be essential to inform product roadmap, support processes, and overall customer experience improvements. You will foster a culture of knowledge sharing and collaboration within the CSM team, providing regular training and development opportunities to enhance technical expertise and customer success skills. Building strong relationships with key stakeholders across the organization will be crucial to ensure seamless customer experiences and drive company-wide customer success initiatives. Lastly, you will contribute to the development of high-quality content, including knowledge base articles, best practices guides, and thought leadership pieces, to educate and empower customers and internal teams.
