VP of Customer Success

at  Relyance AI

As Relyance AI’s VP of Customer Success, you will be a member of the Executive Team responsible for building a scalable, data-driven Customer Success function. You will drive customer goals, product utilization, and revenue expansion by ensuring engagement, success, retention, renewal, and growth. You must be a proven leader who is hardwired to build and execute strategy, as well as offer a best-in-class customer experience. They will be responsible for leading and developing a results-oriented and proactive team and will architect, implement, and continuously improve operations and processes.

AS A VP OF CUSTOMER SUCCESS, YOUR ROLE WILL INCLUDE:

• Defining the strategy and a detailed execution plan to provide a premium experience and value for our customers
• Architecting the customer success and solutions strategy to leverage and scale in support of our revenue ambitions.
• Recruiting, motivating, and leading a high-achieving, world-class customer success team.
• Driving proof-of-value, product adoption, and long-term engagement by defining the customer journey and optimizing the customer lifecycle, including customer goal achievement, promoting new features, and identifying new use cases.
• Full end-to-end responsibility for customer journey from post-sale to on-going success, support, renewals, and business growth.
• Building the process from Sales to Customer Success handoff through Customer Use and on to engineering to communicate requirements and feedback accordingly.
• Partnering closely with our Sales, Engineering, and Product leadership in engaging prospective and existing customers to define goals/success criteria, and leverage our product features to achieve them.
• Driving customer advocacy and influence internal stakeholders by promoting a customer-centric mindset throughout the company.

THIS ROLE COULD BE A FIT FOR YOU IF YOU BRING:

• 8+ years of experience leading customer success functions in high-growth SaaS environments.
• Technical SaaS expertise to be able to communicate with, understand, and support Engineering and Security functions.
• A track record of building and driving the Customer Success arm of an organization from the ground up, with a strong strategic vision for the ideal customer experience.
• A data-driven decision-maker with exceptional business acumen and excellent communication and presentation skills.
• Experience working with a variety of different customer profiles, including legal, engineering, IT, security, privacy, and data protection.