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Vice President, Customer SuccessUnited States

SmartRecruiters

Vice President, Customer Success

United States

Company Description

SmartRecruiters understands that people are the heart of an organization. That's why we've built our modern Talent Acquisition Platform to help companies hire the best! As the hiring success company, we enjoy a collaborative office environment that's business casual and dog-friendly. We understand that working hard means you should play hard too, that's why we offer unlimited PTO, competitive salaries, generous equity, and health coverage. Enjoy catered meals, unlimited snacks, philanthropic activities, and much more. Needless to say, we make sure you're taken care of.

Check out our DEMO here -> http://wi.st/294zm2I

Job Description

The Vice President of Customer Success is responsible for managing the entire customer journey, from professional & technical services, success management, and support. Our Customer Success Organization works with our customers to demonstrate value and deliver measurable business impact across our 4,000+ customer base.

SmartRecruiters customer success org is focused on programs that drive adoption, revenue, and our customer's desired business outcomes. This role reports to the President of SmartRecruiters and is part of the Executive Leadership Team. This leader will work cross-functionally with other parts of the business including Sales, Marketing, Revenue Ops and Product.

Core Responsibilities (You and Your Teams)

  • Develop and close new and recurring business with alall customerso support company subscription and Professional Services bookings targets.


  • Develop relationships with key customers and provide professional services that support customers in all stages of their lifecycle.


  • Maintain/refine and lead the strategy and execution of Customer Success org to drive revenue by supporting the adoption, expansion, and renewal of SmartRecruiters customers.


  • Work to refine and optimize the customer experience for all segments of customers across the entire customer lifecycle. This analyzing the current customer journey by mapping that journey and working with customers to reduce the effort required for them to succeed.


  • Scale new customer services and workflows while supporting existing support flows


  • Work to create scale within the Customer Success org to execute the customer experience with quality and consistency


  • Hire, retain and grow all teams (PS, TS, CSM, and Support) within the org.


  • Manage an onboarding process and measure its effectiveness by determining the ramp and quality of the ramp of the team.


  • Develop and communicate key measures of the team by defining the leading indicators to successful outcomes of each customer journey. Work with Revenue Operations to develop the key dashboards and report. Communicate regularly with the executive team on the effectiveness of the programs.


  • Advise leadership and/or business executives at the highest levels about the project portfolio, status and resource planning.


  • Develop and implement new methodologies, process and procedures that will support SmartRecruiters enterprise customers, implementations, and customer satisfaction goals.


  • Proactively provide high level trends of customer issues to key stakeholders with quantified impact on the business


  • Work with Finance to develop and monitor financial metrics for spend and analysis as well as key forecasting models and annual budgets.


  • Push Customer Success as a key part of the SmartRecruiters culture and work to advocate internally for our customers.


  • Develop executive relationships with customers by participation in Executive Business Reviews and other key activities.




About The Team

The Customer Success team is at the core of SmartRecruiters. We focus on driving real business impact for customers, not just supporting the technical specs of our product. ALL success employees are expected to coach customers to optimize their TA strategy to take advantage of best and next practices. We're one of the largest orgs at SmartRecruiters and we work to connect cross-functional stakeholders from the product, marketing, and even engineering with customers. The ownership is tangible on this team- our customer's pain is our pain and their win is our win.

Qualifications



  • 10+ years managing fast-paced, enterprise Customer Success teams preferably at other Enterprise SaaS companies.


  • Experience in leading teams in all aspects of a post-sales world such as Account Management, Technical Support or Professional Services.


  • Enthusiastic and fun leadership style and the ability to grow teams.


  • Problem Solver that loves solving complex problems at scale.


  • Strong Empathy for the customer and the ability to grow revenue


  • Excellent communication skills, both written and verbal, as well as excellent organizational skills


  • Effective interdepartmental communication skills


  • Ability to grow, coach and mentor employees





  • Knowledge and understanding of Sales as a discipline


  • Aptitude and passion for technology and software products/platforms


  • Other leadership training ideal




Additional Information

SmartRecruiters has transformed the hiring process by reducing the stress that comes along with attracting, finding, engaging, and hiring new talent. Leading enterprises like IKEA, Visa, Marc Jacobs, and Square have abandoned their outdated Applicant Tracking Systems (ATS), for our all-in-one platform. What once started as a freemium product, has now turned into the world's fastest growing enterprise solution.

We are a fast growing, series C funded ($30M from Insight) start-up on a mission to IPO. If you're looking to surround yourself with bright and passionate individuals that drive you to be your best - you've found the right place! Our transparent and entrepreneurial environment allows you to feel supported, grow your career, and have fun along the way. Everyone is encouraged to be the CEO of their job. This empowers individuals to own their role and have the confidence to explore and implement new ideas. SmartRecruiters believes in promotion from within, so high performance leads to upward mobility.

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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