Job Overview:
Team Mission
We operate a best-in-class Customer Success Team and leverage a repeatable go-to-market motion. We hire high-caliber Enterprise SaaS customer success professionals to thoughtfully engage CHOs, TA teams, VPs, General Managers, and other corporate decision makers. Our Customer Success team takes a proactive, consultative, and high-touch approach when working with customers, by engaging directly with end-users to generate platform adoption and running Executive Business Reviews to align with strategic initiatives and quantify and communicate ROI.
Vice President, Customer Success
We’re seeking a strategic and hands-on Customer Success Leader to drive customer outcomes, retention, and expansion across our portfolio. This individual will lead a high-performing team of CSMs and be responsible for ensuring customers achieve measurable value while identifying opportunities to grow our footprint within accounts.
In this role you get to:
- Drive customer retention and expansion by leading a team of CSMs focused on our largest customers
- Drive the customer success strategy to ensure consistent, high-quality customer experiences across the journey
- Own gross and net revenue retention for our global customer base
- Design scalable programs to onboard, engage, and support customers at every stage
- Build a proactive customer health model and implement playbooks for risk mitigation and value realization
- Build, coach and scale the Enterprise Customer Success team, including sharing and shaping Customer Success process, best practices, and strategies
- Drive accountability amongst the Customer Success team to ensure best practices are being followed to demonstrate the value of their Harver investment to our customers
- Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Customer Success and broader Commercial team leadership
- Takes ownership of customer retention and customer health programs to drive optimum retention results
- Follow best practices for delivering customer excellence and hold team accountable for delivering against KPIs and hold team to a high standard of consistency
- Engage directly with key customers on Executive Business Reviews (with CSMs) to communicate value provided by Harver
- Provide support for CSMs in at-risk accounts through risk detection/alerting and action plans
- Building hiring plans and recruit, hire and onboard world class CSMs
- Partner closely with sales, product, and services teams to advance Harver's mission and approach to customer engagement
We’re looking for people who have:
- 8+ years of experience in Customer Success or Account Management Enterprise SaaS
- 3+ years of experience leading high performing teams as a Senior Manager or Director which includes a track record of exceeding retention and expansion targets
- Previous experience leveraging value realization best practice techniques to drive customer's desired outcomes
- Previous experience cultivating relationships with Chief People Officers and Chief Human Resource Officers is an advantage
- Experience with HR Technology or adjacent SaaS solutions preferred
- Has bias for action and executing with urgency
- Foster a culture of feedback, accountability, and customer-centricity
- Proven track record of exceeding retention targets
- Lead by example with ability to develop close personal relationships with customers and colleagues through empathy and respect
- Patient and active listener
- Proactive and self-driven, and bring infectious positive energy and resiliency
- Passion for people, with a history of hiring, developing, and up leveling your teams
- Proven ability to manage large (several hundred) logo portfolio
- Excellent written and verbal communication skills (email & PPT)