VP of Customer Success

Location: San Francisco Bay Area, CA
Date Posted: 05-10-2017
Chartio is a data exploration solution that enables anyone in a company (not just the data team) to explore and understand their data. Our #1 value at the company is:
1. Know and delight the customer
And we're looking for an excellent VP of Customer Success to help build, grow and maintain that value. We're a profitable company with over 600 customers, 3 account managers, 4 success engineers, and a unique & diverse culture.
The ideal candidate would be a proven executive with a strong track record of building impactful customer success programs for SaaS companies and scaling them to thousands of customer accounts. The customer success function for us includes:
- Customer onboarding & education
- Ongoing account management
- Customer support for our product
- Customer satisfaction measurement (NPS and related metrics)
- Account renewals & expansions
This leader knows how to develop and manage programs that drive successful onboarding, implementation and execution for companies of varying sizes. Key KPIs for this role include: product adoption & usage, customer & revenue retention, expansion & upsell revenue, expansion ACV, NPS & customer satisfaction score, and others.
As an experienced executive, they know how to get things done by working in collaboration with other teams and within their own teams. The VP of Customer Success will need to be an innovator with a mandate to build adoption, loyalty and advocacy programs for the new generation of Agile Business Intelligence customers.
Responsibilities
  • Leading the Customer Success and Account Management teams to drive high levels of customer satisfaction
  • Improving and facilitating successful onboarding & adoption, and a high level of understanding of Chartio within customer companies
  • Designing and implementing programs to ensure high levels of customer satisfaction and loyalty with Chartio's customers around the world
  • Taking a hands-on role with our customers, and navigating tough situations to achieve a positive result for all parties
  • Communicating and influencing internal executives and other stakeholders to advance the post-sales lines of business
  • Building and promoting advocates from our customer base
  • Building and managing industry-leading education and training programs
  • Liaising with the marketing team to build best-in-class advocacy marketing programs
  • Managing & growing a team of experienced customer success professionals
 
Requirements:
  • 5+ years in managing a team of diverse professionals
  • Experience working in a high-growth SaaS startup environment
  • Extensive expertise in training and implementation
  • Excellent communication and collaboration skills
  • Up-to-date with modern technologies & tools for customer management
  • Low ego, truth driven, no BS type of mentality
  • Great customer facing skills with a strong preference for GTD
  • Experience in consulting a plus
  • Data/SQL/Analyst experience a major plus
Benefits
  • Competitive salary
  • Substantial equity
  • Health, dental and vision insurance
  • Free lunches everyday
  • Fun, passionate and skilled co-workers
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