VP of Customer Success
About The Position
HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle. We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and persistent 60-year old problem – the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle. Reporting to the President & COO, the VP, Customer Success will play a pivotal role in HYPR’s leadership team, building and managing a world class Customer Success function and fostering collaboration and partnership across the customer journey.
Requirements
- 10+ years experience in leading customer-facing organizations
- Ability to manage influence through persuasion, negotiation, and consensus building
- Combined background of pre and post-sales experience
- Strong empathy for customers and passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
Responsibilities
- Set the overall vision and strategic plan for the Customer Success organization, focusing on driving successful post-sales deployments, customer retention, and customer support
- Evaluate opportunities for revenue expansion (seat licenses, product add-ons/cross-sells and other value adds) together with sales team
- Work collaboratively with cross-functional teams (Customer Support, Product, Engineering) to resolve internal bottlenecks, identify customer-driven product requests, and deliver daily results to customers
- Drive efficiencies in implementation and onboarding to ensure a seamless customer experience
- Measure customer satisfaction and implement a plan to respond to feedback and increase reference ability
- Grow product adoption through successful onboarding and training initiatives
- Be the voice of the customer! Ensure that we can share customer case studies and use cases both externally and internally
Benefits
- Competitive compensation including salary and equity with significant growth potential
- Comprehensive benefits package including Medical/Dental/Vision, FSA/HSA, 401k, &more
- Generous equipment budget and a customized workstation to ensure success
- Stable position in a rapidly growing sector of identity security
- Mission-driven culture focused on impactful and cutting-edge work
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
