Vector Solutions · 6 hours ago
Vice President of Customer Success
United States
Full-time
Remote
Director/Executive
$145K/yr - $190K/yrVector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. As the Vice President of Customer Success, you will lead a geographically diverse team to enhance client satisfaction, manage strategic accounts, and drive revenue growth through effective renewal processes and account management.
ComplianceE-LearningSoftwareTraining
Responsibilities
Establish and execute clear performance metrics and goals for gross and net retention, driving account growth through cross-selling, upselling, and price increases, while enhancing the renewal management program to surpass targets
Maintain reporting for weekly gross and net retention forecasting
Implement the strategic account strategy to maximize the highest level of client satisfaction for a complex and demanding client base while ensuring we exceed annual contract renewal and growth objectives
Build and nurture strong relationships with key clients, understanding their business needs and aligning company solutions accordingly
Drive increased usage and adoption through proactive team outreach; coach leaders and team members on best practices
Collaborate with cross-functional teams to ensure the delivery of high-quality products and services to global clients
Analyze renewal metrics and develop strategies to mitigate churn and increase customer lifetime value
Partner with sales and product teams to address customer feedback and enhance product offerings
Recruit, develop, and lead a high-performing team of account directors, customer success managers, renewal managers, overseeing hiring, retention, performance management, and recognition, fostering a culture of continuous improvement and customer-centricity
Collaborate with senior leadership to develop and execute strategic plans for account growth and renewal excellence
Provide input into product development and enhancement based on customer feedback and market trends
Contribute to the overall company strategy, representing the voice of the customer in decision-making processes
Oversee contract renewal negotiations, ensuring mutually beneficial agreements that align with both customer needs and company goals
Work closely with legal and finance teams to ensure compliance with company policies and regulations
Demonstrating a passion to embrace and immerse themselves in the clients’ business models to drive expected outcomes
Effectively communicating product roadmap to customers with passion and excitement
Serving as a customer advocate within Vector Solutions and interface with internal departments to develop, implement and drive strategies to meet client requirements and enhance the product offering
Managing strategically important accounts in partnership with Executive Leadership
Working with the marketing team to execute campaigns within the client base
Providing direction and paths to build multi-level relationships for large enterprise accounts
Identify and leverage sales enablement tools for best practices, solutions, and automation processes
Manage escalated customer situations on behalf of team members (e.g., contract clarification/disputes or client support escalations)
Qualification
Required
Proven experience in a senior leadership role overseeing strategic accounts, sales, and/or renewal management functions
Strong understanding of SaaS or subscription-based business models
Excellent communication and interpersonal skills with the ability to engage with clients at executive level
Bachelor's degree in business, marketing, or a related field; MBA is a plus
Demonstrated success in driving revenue growth and customer satisfaction
Strategic thinker with the ability to analyze data and market trends to inform decision-making
Experience leading and developing high-performing teams
Ability to present new ideas to groups of managers and high-level executives
Excellent interpersonal skills needed to develop strong business relationships with clients
Proven success in a consultative account executive environment
Proven experience building robust, dynamic teams that result in profitability. Must be capable of providing guidance and leadership to ensure CSMs properly analyze customer health metrics and quickly identify and mitigate all customer retention risks
Customer visionary with the skills to bridge the gap from conceptual to implementation
Company
Vector Solutions
Leading provider of technology solutions dedicated to driving safer, smarter decision-making in the world's most essential industries.
Founded in 1999
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
LLR Partners
2021-05-14Acquired
2011-07-01Private Equity
Leadership Team
Ari Vidali
Founder & Chief Strategist
Recent News
Company data provided by crunchbase