Global Vice President of Customer Success (Remote)

USA East

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ControlUp

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Global Vice President of Customer Success
ControlUp is the leader in Digital Employee Experience Management with the only real-time solution that grants IT departments end-to-end visibility into their organization’s physical, virtual and cloud environments and empowers them to remediate issues straight from the console. ControlUp makes it easy for IT professionals to optimize their employee’s digital experience and support a growing remote workforce.
ControlUp is transforming the way IT manages systems, troubleshoots issues, and delivers a great user experience. Thousands of organizations around the world rely on ControlUp to save time, money, and precious human resources to ensure business continuity therefore Customer Success is absolutely vital to our long-term customer relationships and profitability. We will not be successful unless our customers are realizing their ROI on our platform. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). Position Duties: ·       Drive Customer Success Outcomeso   Increase renewal rates and reduce churno   Expand our revenue in accounts through cross-sell and up-sell globallyo   Influence future lifetime value through higher product adoption, customer satisfaction and overall health scoreso   Drive new business growth through greater advocacy and reference-ability ·       Define and Optimize Customer Lifecycleo   Map customer journeyo   Develop listening points in journey (e.g., usage, satisfaction, etc.)o   Standardize interventions for each point in journeyo   Define segmentation of customer base and varying strategieso   Identify opportunities for continuous improvemento   Learn from best practices in industry ·       Manage Customer Success Activitieso   Onboardingo   Trainingo   Professional Serviceso   Customer Supporto   Customer Success Managemento   Renewalso   Cross-sell / Up-sello   Advocacy ·       Measure Effectiveness of Customer Successo   Define operational metrics for teamo   Establish system for tracking metricso   Create cadence for review within teamo   Expose subset of metrics to executive team, company and board ·       Lead World-class Customer Success Teamo   Recruit experienced leaders for each functional roleo   Attract high potential individual contributors into teamo   Create rapid onboarding process for new team memberso   Foster collaboration within team and across customer lifecycleo   Encourage continuous learning within team ·       Enhance Effectiveness and Efficiency Through Technologyo   Support systemso   Customer marketing softwareo   Reference and advocacy solutionso   Customer Success Management platform ·       Inspire Customer Success Across Companyo   Create company-wide culture of Customer Successo   Align with Marketing around marketing to existing clientso   Align with Product around driving product roadmapo   Align with Sales around cross-sell and up-sell and focus on selling with a retention focuso   Align with Finance around measurement and forecastingo   Align with Executive Team around key metrics and objectiveso   Drive company-wide definition of ideal customero   Create company-wide customer feedback loop Required Skills and Qualifications: ·       10+ years’ experience in the software industry, in particular virtualization and SaaS·       5+ years’ experience in leading customer-facing organizations·       Ability to manage influence through persuasion, negotiation, and consensus building·       Ideally combined background of post-sale and sales experience·       Strong empathy for customers AND passion for revenue and growth·       Deep understanding of value drivers in recurring revenue business models·       Analytical and process-oriented mindset·       Demonstrated desire for continuous learning and improvement·       Enthusiastic and creative leader with the ability to inspire others·       Excellent communication and presentation skills·       Relevant Bachelor’s degree; preference for computer science or related
Company Benefits:•      Above market area average pay range for all positions•      Several Medical, Dental and Vision plans to choose from•      Unlimited PTO and Company Paid Holidays •      Flexible work schedules (we promote an excellent work/life balance)•      401(k) plan with employer match•      Voluntary Flexible Spending Account (Health & Dependent Care Accounts)•      Eligibility for company paid benefits such as Life Insurance, Short Term & Long-Term Disability, Supplemental Life Insurance, Accidental Death and Dismemberment Coverage, Critical Illness Coverage, Accident Coverage, Hospital Indemnity Coverage and Legal Plan Coverage. •      If you work remote you are eligible for a $200 monthly home office allowance. •       If you work remote, we will reimburse you up to $500 for a one-time purchase of home office equipment   
Job region(s): North America
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