VP of Customer Success

The job overview for this position is that the VP of Customer Success at WellSaid Labs will be responsible for increasing software value realization, retention, adoption, and supporting business expansion in their accounts. They will build a high-performance success organization and develop trust-based relationships with leaders across the business. The ideal candidate will have operational excellence in building and leading success teams in growth and scale stages startups, along with experience in the software industry and leadership roles in Series B+ venture-backed startups.

• Recruit, build and lead a highly functioning, collaborative, empowered remote Customer Success team
• Oversee and execute renewals forecasting (GRR), operational excellence practices, and bookings
• Design and execute Customer Success playbooks and engagement models to implement prescriptive best practices and drive thought leadership with metrics to track and measure customer success effectiveness and health metrics
• Develop trust-based relationships with leaders across the business, including Product & Engineering, Marketing, Finance, People, Operations, and Sales
• Develop and execute strategies to optimize the customer journey and enhance the experience for different customer segments in times of fast growth
• Set and monitor KPIs to measure customer satisfaction, retention, and ACV, and implement initiatives to continuously improve these metrics
• Establish and maintain strong relationships with key stakeholders, including executive leadership, to drive customer-centric decision-making and advocate for the voice of the customer
• Provide leadership and mentorship to the Customer Success team, fostering a culture of excellence, collaboration, and continuous learning
• Thrive in building and leading success teams in growth and scale stages startups
• Exceed quota goals with solid leadership, tenacity, great attitude, accountability, high energy, integrity, and discipline
• Scale Customer Success for SaaS businesses from $20M ARR to $100M+ ARR
• Manage influence through persuasion, negotiation, and consensus building
• Create or adopt new customer programs that maximize customer satisfaction
• Build a high-performance culture that retains top talent and develops future leaders for the growing team.

• 12+ years of experience in the software industry with recent mid-market and enterprise SaaS experience, preferably on the creative and technical applications side (selling to content teams, marketing, HR, product)
• 5+ years of experience in leadership roles in Series B+ venture back startups
• Proven track record of consistently exceeding quota goals with solid leadership, tenacity, great attitude, accountability, high energy, integrity, and discipline
• Relevant Bachelor's degree preferred
• Experience scaling Customer Success for SaaS businesses from $20M ARR to $100M+ ARR
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction
• Strong leadership with experience building a high-performance culture that retains top talent and develops future leaders for our growing team
• Passion for technology and creativity

• Competitive salary and stock options
• Full medical, dental, and vision insurance
• Matching 401(k) plan
• Generous vacation policy/paid time off
• Parental leave
• Learning & development stipend
• Home office stipend