VP of Customer Success

Vantage•New York, NY

21h•$250,000 - $300,000

About The Position

At Vantage, we're passionate about building a cloud cost transparency platform that helps enable everyone – from developers to enterprises – analyze, report, collaborate on and optimize their cloud infrastructure costs. Both our CEO (a repeat founder) and CTO are passionate about cloud infrastructure. Having worked together at DigitalOcean, they are taking their combined knowledge to build and scale the Vantage platform. Together we are a high output team of ~50 employees based out of New York City (but embrace the remote-friendly lifestyle). Our current customers include Square, FanDuel, Barstool Sports, PBS, Planetscale, Vercel and Temporal. Vantage is also well capitalized and backed by outstanding top-tier investors including Andreessen Horowitz, Scale Ventures, Matthew Prince (Co-Founder, Cloudflare), Calvin French Owen (Co-Founder, Segment), Ben and Moisey Uretsky (Co-Founders, DigitalOcean), Stephanie and Nat Friedman (CEO, Github), Julia Lipton, Brianne Kimmel and others. About The Role: Vantage’s customer base is growing quickly and we’re looking for a leader for our Customer Success team. Customer Success is a separate and distinct organization from, though partners deeply with, sales. We have a best in market product and we’re looking for a leader to help lead and manage a best-in-class customer success team and process that authentically helps customers and shows them love along the way. The Vantage Customer Success team works with customers after they’ve already chosen to subscribe to Vantage. As VP, you will play a pivotal role in ensuring our customers derive maximum value from our products and services, know the people behind the business and authentically build relationships with our customer base. You will lead a dynamic team of Customer Success Managers guiding them in fostering strong and authentic relationships with our customers, understanding their needs, and delivering tailored solutions to drive their success. Our buyer is technical in nature and being able to earn trust from a technical buyer is important. You’ll be looked at as a subject matter expert from a customer perspective and work with customers from growth stage startups all the way up to enterprises. If you enjoy infrastructure and working with companies to learn about their infrastructure in an effort to help them save money, this could be an ideal job for you.

Requirements

5+ years people management experience
Proven track record of success in achieving growth and retention metrics in a customer-facing role, with at least 8 years of experience in customer success management
Strong leadership skills, with the ability to inspire and motivate a team towards achieving common goals
Exceptional communication and interpersonal skills, with the ability to build rapport and credibility with clients at all levels
Strategic mindset, with the ability to develop and execute customer success strategies aligned with business objectives
Analytical mindset, with proficiency in data analysis and interpretation to drive data-driven decision-making
Experience working with highly technical customers across cloud infrastructure, developer tooling, or business intelligence products
Passion for customer advocacy and driving customer outcomes in a fast-paced, dynamic environment
Experience managing and prioritizing a regional book of business
Someone who is willing to travel for a portion of their time in the spirit of making real, genuine connections with customers
A self-described friendly, extroverted person
A kind person

Responsibilities

Develop, lead and execute the vision and strategy for customer growth and retention
Maintain best in class Gross Revenue Retention Rates and Net Dollar Retention
Mentor and cultivate a high performing team. Expect to lead from the front, rolling up your sleeves and getting into the weeds when needed
Act as an executive liaison (in partnership with our cofounders if needed) to Enterprise customers
Anticipate changes and scale of the post sales motion in relation to growth of our business. Effectively drive changes and required communication across the organization
Drive customer outcomes, through product adoption and delivering an amazing customer experience
Provide a strong point of escalation for your team and interface with customer champions.
Maintain consistent insight into and continuously improving customer health across lifecycle (onboarding, time to first value, and growth)
Champion our customers and create tight feedback loops between our customers and internal teams
Foster new business growth through building advocacy and reference-ability within our customer base
Collaborate with internal partners for product and process improvement