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VP Customer ExperienceSan Francisco, California, United States


VP Customer Experience

San Francisco | California | United States

As our VP of Customer Experience, you will be the founding member of the Customer Experience team, integral in developing the strategy and building out the department.
Using your strategic mindset and passion for developing an excellent customer journey, you will have the opportunity to create and define our customers' journey and ensure an overall superb experience. This is a hands on role where you will work with our customer base to achieve their key objectives with our InfluxEnterprise solutions, working with a prioritized list of accounts to facilitate the deployment, services, training and value realization associated with Influx Enterprise.

What you'll be doing:
  • Lead both the customer success and support teams in building out the overall Customer Experience that will exceed customer expectations
  • Build out the customer success function and team, acting as the primary CSM until the team is built
  • Built, coach and mentor team members to ensure engagement, success and growth
  • Build our consistent support and coverage for customers world wide
  • Collaborate with Sales, Pre-sales and Services teams to prepare account plans and drive execution, ensuring a streamlined approach
  • Collaborate with Engineering and Product Management on roadmap discussions as the customer advocate
  • Champion the Customer Experience across the company, partnering with all departments to ensure success
  • Collaborate with key enterprise customers to capture and realize their key objectives with InfluxEnterprise and Cloud solutions
  • Track the impact of activities on customer engagement, retention and growth
  • Meet or exceed growth and retention metrics
  • Create and standardize the template for a Success Plan for our customers
  • Define and oversee lifecycle processes/touch points
  • Define and monitor metrics (e.g. retention, churn, renewals, expansion)
  • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates

Your skills and experience:
  • Technical background in a field close to that of InfluxData
  • Experience building and leading a customer success team
  • Experience with an enterprise SaaS software company
  • Experience working in a start-up
  • Lead by example, willing and able to jump in and help out whenever needed
  • Demonstrated passion for creating and implementing a top notch Customer Experience
  • Demonstrable history of meeting or exceeding goals
  • History of building strong, healthy relationships at all levels (superb collaboration skills)
  • Excellent communication skills, both written and verbal
  • Ability to work effectively with a globally distributed team

InfluxData provides a modern time series platform that has been designed from the ground up to handle metrics and events (time-series data). The InfluxData platform is built on the open source projects - Telegraf, InfluxDB, Chronograf, and Kapacitor.
We're backed by Mayfield Fund, Sapphire Ventures, Trinity Ventures, and Battery Ventures.
We offer fantastic benefits including:
  • Medical/ dental/vision insurance with 100% coverage for employees and dependents
  • Company contribution to FSA and Commuter benefits
  • Open PTO - take the time you need
  • Life Insurance, Short and Long Term Disability Insurance
  • 401k (non matching)
  • ....and more!
Visit our careers page to learn more about working at InfluxData.
InfluxData is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
InfluxData does not accept unsolicited resumes from headhunters and recruitment agencies through our website, job board or directly to employees. InfluxData will not pay fees to any third-party agency, headhunter or company that does not have a signed agreement for this position in place.

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