VP of Customer Success

PCMI•Park Ridge, IL

9h•$180,000 - $195,000•Hybrid

About The Position

The Vice President of Customer Success serves as a strategic leader responsible for driving customer satisfaction, retention, and revenue growth across a portfolio of enterprise and mid-market clients. This role partners cross-functionally with Product, Sales, Marketing and Support to deliver a seamless end-to-end customer experience and foster strong, long-term client relationships. The VP of Customer Success leads and develops a high-performing team focused on designing, implementing, and scaling customer success programs that optimize on-going client relationships, accelerate product adoption, and maximizing overall customer value.

Requirements

Bachelor’s degree in Business Administration or related field or equivalent work experience.
10+ years of experience in customer success, account management, or service roles, with 5+ years in a senior leadership position, preferably in SaaS organization.
Experience with scaling teams, defining processes, and working cross-functionally.
Proficiency in CRM/Customer Success software, data analytics, and reporting.
Knowledge of Jira and Confluence.
Proven experience developing and implementing customer retention strategies and increasing brand awareness, as well as, developing key metrics.
Must be able to travel to client meetings; up to 20%.

Nice To Haves

Knowledge of the Automotive Retail ecosystem and Warranty Services or Insurance business domain preferred.
Experience with analytic tools such as Power BI preferred.

Responsibilities

Lead a Customer Success team that focuses on best-in-class customer service as measured by customer satisfaction, retention, adoption, growth and engagement.
Responsible for increasing renewals, reducing churn, and driving expansion (upsell/cross-sell) revenue.
Track, analyze, and report on key performance indicators (KPIs) such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Net Promoter Score (NPS).
Define and optimize the end-to-end customer journey, including onboarding, adoption, and retention strategies.
Use data to drive strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription.
Create the tools and framework to ensure real-time access to customer adoption and usage rates, and to flag opportunities for risk-mitigation and value optimization.
Serve as lead customer advocate inside the organization, reporting regularly to the Executive Team on account status, opportunities for deeper engagement, risk, and levers for success.
Manages the daily workflow of the customer success department which includes the mentoring the team, providing guidance with customer interactions, and creating a data driven environment that sets the team up for success.