For Enterprise. From Everywhere.

VP of Customer Success



Customer Service, Sales & Business Development
Salt Lake City, UT, USA
Posted on Tuesday, May 21, 2024
Chargezoom is Salt Lake City's fastest growing Fintech startup, we are looking for a dynamic VP of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes using our services.
**IMPORTANT** We are only accepting applications from experienced SaaS CS leaders. If you have not been in a Director level or higher Customer Success (CS) role at a software (SaaS) company, we cannot consider your application for this role. Please consider a one of the two CSM roles that are open.

Role Overview
The VP of Customer Success will play a critical role in driving customer satisfaction and loyalty, ensuring our clients receive outstanding support and derive maximum value from our solutions. This leadership position requires a strategic thinker with a passion for service excellence, a deep understanding of customer success principles, and the ability to inspire and lead a high-performing team.

Key Responsibilities
  • Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, encourages growth, and reduces churn.
  • Lead, mentor, and scale the customer success team to ensure they have the skills, tools, and resources to succeed.
  • Establish clear customer success metrics and KPIs to measure performance and identify areas for improvement.
  • Work closely with the sales, marketing, and product development teams to ensure a cohesive customer journey and the delivery of consistent value.
  • Manage key customer relationships and participate in strategic meetings with our top clients.
  • Provide insights to the product team based on customer feedback to help guide product development and enhancements.
  • Develop and manage customer success resources, such as onboarding guides, knowledge bases, and training programs.
  • Forecast and report on customer success metrics, presenting insights and recommendations to senior leadership.

  • Minimum of 5 years of experience in a customer success in a senior leadership role in the SaaS or fintech industries.
  • Proven track record of leading customer success teams to achieve and exceed their goals.
  • Strong analytical skills with the ability to translate data into actionable insights.
  • Exceptional interpersonal and communication skills, with the ability to build relationships with key stakeholders.
  • Experience with customer success software and CRM tools.
  • Can create a customer lifecycle presentation, clearly define each lifecycle stage and how to create and implement a playbook for each stage.
  • Passionate about technology and its potential to solve real-world problems.
What We Offer
Competitive salary and benefits package.
A dynamic and inclusive work environment.
Opportunities for professional growth and development.
The chance to make a significant impact on our company’s success and growth.
Base salary is $150k/yr + monthly bonuses for exceeding KPIs
OTE is $165k/yr

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