VP of Client Success (self-storage tech)

$80,000 - $120,000/Yr

Storagedefender - Denton, TX

Full-time - Senior

Remote - Denton, TX

Administrative and Support Services

About the position

As the Vice President of Client Success at StorageDefender, you will play a pivotal role in leading our client success team within a dynamic B2B2C SaaS environment focused on the self-storage industry. Your primary responsibility will be to ensure that our clients not only achieve success with our innovative solutions but also experience growth and satisfaction throughout their journey with us. This position requires a blend of strategic leadership, hands-on client interaction, and a commitment to process optimization. You will be instrumental in fostering a culture of excellence and responsiveness within your team, mentoring junior client success specialists, and driving high levels of client satisfaction. In this role, you will oversee the onboarding process for new clients, ensuring a seamless transition and quick time-to-value. You will develop tailored success models for various client tiers, from enterprise-level accounts to smaller facilities, and conduct regular check-ins to monitor their ongoing success. Your strategic engagement will include leading Quarterly Business Reviews (QBRs) with enterprise customers, collaborating with internal teams to align client success initiatives with broader organizational goals, and building strong relationships with facility location managers to maximize the value of StorageDefender's solutions. Additionally, you will analyze existing processes to identify areas for improvement and implement best practices in process management. Your data-driven approach will involve monitoring key success metrics and using analytics to drive continuous improvement in client success. As a key player in market expansion, you will work closely with sales and marketing teams to identify upselling and cross-selling opportunities within existing accounts, ensuring broad adoption of our solutions across client organizations.

Responsibilities

• Act as a player-coach, leading by example and mentoring a team of junior client success specialists.
• Inspire and motivate your team to achieve high levels of client satisfaction and performance.
• Oversee the onboarding process for new clients, ensuring a seamless transition and quick time-to-value.
• Develop and implement success models tailored to different client tiers, from enterprise-level accounts to smaller facilities.
• Conduct regular check-ins with clients via various communication channels to ensure their ongoing success.
• Lead Quarterly Business Reviews (QBRs) with enterprise customers to review performance and identify opportunities for expansion.
• Collaborate with internal teams to align client success initiatives with broader organizational goals.
• Build strong relationships with facility location managers, coaching them to maximize the value of StorageDefender's solutions.
• Analyze and break down existing processes, identifying key events, milestones, and areas for improvement.
• Implement best practices in process management and tool tracking to ensure data-driven decision-making and actions.
• Monitor and report on key success metrics, using data to drive continuous improvement in client success.
• Drive the expansion of StorageDefender's solutions across client organizations, ensuring broad adoption at all levels.
• Collaborate with sales and marketing teams to identify opportunities for upselling and cross-selling within existing accounts.

Requirements

• Proven experience in a leadership role within a client success, account management, or similar function in a B2B or B2B2C SaaS company.
• Strong coaching and mentoring skills with a track record of developing high-performing teams.
• Exceptional communication and interpersonal skills, with a people-oriented approach to leadership.
• Ability to work in a fast-paced environment, demonstrating high levels of grit, responsiveness, and adaptability.
• Experience with onboarding, client success modeling, and process optimization.
• Data-driven mindset with the ability to leverage analytics to drive client success and continuous improvement.
• Willingness to travel as needed to meet with clients and team members.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance