BigSpring – VP of Customer Success, US

HR
San Francisco, New York, United States
October 24, 2022
$50,000 - $150,000 / year
Full Time
Application deadline closed.

Job Description

BigSpring is an AI-powered work readiness platform that gets people job-ready, not test-ready. The platform creates work-ready talent at a pace with rapidly evolving market needs. BigSpring’s reach extends globally to over a million learners with customers such as Google, Facebook, Uber, Amazon, Samsung, AXA Insurance, Sotheby’s, Tata Group and others. BigSpring has been selected by the World Economic Forum as a Technology Pioneer 2020 (past recipients included Google, Twitter, Airbnb, and Palantir).

ABOUT THE ROLE

As our VP of Customer Success, you will lead Customer Success team, who represent who we are. You will work closely with your CSM team, sales, marketing, product and technology team to design world class experiences for our customers. We partner with our customers to understand their deepest needs and work towards providing simple, valuable solutions, while driving long-term relationships and joy for our customers. You will work closely with other executives and the sales, engineering and product teams to align pre-sales expectations, develop implementation plans, and oversee flawless operations of the CX team.

In this role you’ll:

  • Owning our customer happiness via retention and growth of our existing customer base (we measure this via Net Retention revenue)
  • Providing coaching and guidance to your team members, helping them learn and execute on the best possible support BigSpring can offer
  • Partner with sales to create and deliver a flawless transition of customers from sales to CS post-sales ensuring alignment on expectations, properly scoping implementations projects for handoffs to the implementations team
  • Joyfully seek out and analyzing customer feedback to drive improvement in the quality of our service and overall customer satisfaction
  • Leverage that same customer feedback to identify possible improvements to our product, working closely with Tech and Product to develop and prioritize customer asks and also strategize for future customer needs based on that data
  • Build (and hold onto!) your best CS team ever, while driving efficiencies in CS teams as the scale (e.g. a clear approach to measuring success with standard professional service organization model (billable vs non-billable utilization, margin, etc.).
  • Align team processes across the customer experience organization and ensure there is buy-in on those processes
  • Build strong relationships to allow for cross-functional partnership in all areas of CS as they interact with Product/Engineer and Sales.
  • Define challenging goals for the CS organization to drive the rapid scaling efforts BigSpring is going through and the rapid addition of new customers every week
  • Deeply understand the marketplace and use that knowledge to drive strategic change and efforts within BigSpring

What you’ll bring to the team:

  • You have 10+ years of leading post-sales experience including implementation, customer service, and support – this includes management of a 24/7 support, offshore and contract sources
  • You exhibit empathy towards customers and are passionate about data driven customer insights
  • Strong strategic vision for all facets of CS with an ability to scale these teams effectively, preferably with a strong background in professional services
  • Experienced member of a Senior Leadership team at a fast-growing company or two
  • You have relevant experience in the SaaS industry, contact center/CRM a plus
  • You are a mentor, coach, and developer of people, and know how to inspire their best work

Why you’ll love working here: 

  • You’ll be part of an innovation-driven, high-growth company on a mission to improve people’s lives 
  • Competitive compensation package with equity
  • Exceptional medical, vision and dental coverage
  • Flexible vacation and PTO
  • Female Founder/CEO
  • Supportive, highly collaborative team environment
  • Bi-Weekly Learning Sessions 

BigSpring is an Equal Opportunity Employer. BigSpring does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. You must have authorization to work in the location the position is posted.

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