VP of Customer Success

Who We Are: WellSaid 

WellSaid is the leading AI voice company for enterprise and professional applications. Using carefully sourced voice talent and our own AI advanced platform, WellSaid provides ultra-realistic voices that the world’s biggest brands trust to engage listeners. We build AI responsibly and ethically. 

Who You Are: A Customer-Centric SaaS Sales Leader Who Understands the Intersection of the Creative and Technology Worlds

As an entrepreneurial Customer Success leader, you understand the balance between remaining nimble and establishing repeatable retention and account health processes that will help mature the organization and establish the controls required to build the right Customer Success team for scale. You are obsessed with understanding why customers need our products and services, and you can deploy the appropriate strategies and tactics required to retain logos, increase value realization, and unlock expansion opportunities in collaboration with Sales.

As VP of Customer Success at WellSaid, you will be responsible for increasing software value realization, retention, adoption, and supporting business expansion in our accounts. This is a strategic role that reports directly to the CEO. You will build a high-performance Success organization that reflects WellSaid’s core values. 

One more thing: While you may not be an AI expert, you are a tech enthusiast and creative at heart. This is a key requirement to becoming a contributing member of WellSaid. Our customers are creating next-generation content, experiences, and products, and you will be there to support them in achieving their creative goals.

How You’ll Contribute:  

In your day-to-day, you will:  

• Mentor and lead a high performing and empowered Customer Success team; fostering a culture of excellence, collaboration, and continuous learning
• Build and maintain strong, long-lasting relationships with enterprise clients by understanding their business goals and providing strategic guidance
• Churn Protection: act as a trusted agent of change to support our clients in achieving the right level of user adoption to ensure the stickiness of WellSaid and to protect from churn risks by delivering value
• Customer Advocacy: Act as the voice of the customer within the company, providing feedback to sales and product teams to drive improvement
• Oversee and execute renewals forecasting (GRR), operational excellence practices, and bookings
• Design and execute Customer Success playbooks and engagement models to implement prescriptive best practices and drive thought leadership with metrics to track and measure customer success effectiveness and health metrics
• Develop trust-based relationships with leaders across the business, including Product & Engineering, Marketing, Finance, People, Operations, and Sales to drive customer-centric decision-making and advocate for the voice of the customer
• Develop and execute strategies to optimize the customer journey and enhance the experience for different customer segments in times of fast growth
• Set and monitor KPIs to measure customer satisfaction, retention, and ACV, and implement initiatives to continuously improve these metrics
  
  

What We’re Looking For 

To thrive in this role, you ideally have successfully achieved operational excellence in building and leading Success teams in growth and scale-stage startups (Series B+). 

 You also have some combination of the following: 

• 12+ years of experience in the software industry with recent mid-market and enterprise SaaS experience, preferably on the creative and technical applications side (selling to content teams, marketing, HR, product)
• 5+ years of experience in leadership roles in Series B+ venture-back startups
• You have a proven track record of consistently exceeding quota goals with solid leadership, tenacity, great attitude, accountability, high energy, integrity, and discipline
• Relevant Bachelor’s degree preferred
• Experience scaling Customer Success for SaaS businesses from $20M ARR to $100M+ ARR
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Ideally combined background of post-sale and sales experience
• Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction
• Experience growing  teams internationally (EMEA, APAC, etc.)
• Strong leadership with experience building a high-performance culture that retains top talent and develops future leaders for our growing team
• Passion for solving customer problems and constantly identifying areas for improvement and opportunities to grow
• Enthusiastic and creative leader with the ability to inspire and motivate large remote teams Strong empathy for customers and passion for revenue and growth
• A track record of building positive relationships with internal and external stakeholders
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset to use data to drive execution and inform strategy
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Excellent interpersonal skills and the ability to multitask, work cross-functionally within the organization, and thrive in a collaborative environment

To join our team you also:

• Must be a U.S. Citizen or Permanent Resident
• Must pass a pre-employment background check 
  
  

What We Offer 

WellSaid is proud to support an inclusive work environment that emphasizes each team member’s personal and professional growth. Our team is headquartered in Bellevue, Washington, with members  distributed throughout the U.S. For this role, candidates based in the Seattle area are strongly preferred.

As a startup, we strive to be externally competitive with companies at a similar size and stage, and internally fair in our pay practices. The hiring salary range for this role is $180,000 - $200,000, with an OTE of $300,000. This represents the target offer range given the scope and experience expectations for this role.

Other perks and benefits: 

• Competitive salary and stock options
• Full medical, dental, and vision insurance
• Matching 401(k) plan
• Generous vacation policy/paid time off
• Parental leave
• Learning & development stipend
• Home office stipend
  
  

What to Expect From Us 

We strongly encourage you to apply! If we feel your skills, experience, and values match, we’ll reach out about meeting with the team. 

During the interview stage, you can expect:

• An initial “phone” screen with our VP of People (45 minutes); if there’s a match we’ll invite you to meet further with the team.
• And initial meeting with our CEO (60 minutes). 
• An Interview loop with 4-5 interviews (1 hour each) with the Leadership, Success, and Sales team members you will be working most closely with 

All interviews will be remote via Google Meets; we are happy to make accommodations you might need to feel set up for success in our process.