Chronus – Vice President of Customer Success, Bellevue, US

Job Description

Chronus is a fast-growing B2B SaaS business that serves the who’s who of industry leaders around the world today, including large and medium enterprises, leading colleges and universities, and professional associations. Blue-chip organizations take advantage of our award-winning software to drive compelling mentoring, coaching and onboarding programs to propel employee engagement, alumni connections, and develop their people faster and better.

Our Mission
To create equal access for all and spur innovation through the power of technology and human connection.

Our Vision
To establish a more equitable, innovative, and empathetic world where human interactions are driven by mutual respect, shared values, and a strong sense of belonging.

The Role
Chronus, the leader in the SaaS Mentoring Software market, is looking for a strong leader of the Customer Success function to serve as a key role in helping Chronus wow customers, as well as drive customer success ultimately leading to high retention and customer satisfaction. While the position reports to the Chief Revenue Officer, the leader will ultimately be reporting to the hundreds of customers that Chronus serves and strives to continuously wow.

The Vice President of Customer Success will help strategically build on a strong foundation that has led Chronus to win numerous awards and create meaningful mentoring connections for hundreds of thousands of individuals worldwide. This role is ideal for a strong leader that has played a key role in building a high performing Customer Success team in a fast-paced SaaS environment and successfully led a distributed Support organization and Implementation team. This individual will work closely with the leadership team to improve customer satisfaction and the customer experience in a continuous improvement environment.

Responsibilities

• Customers realize program objectives using Chronus and are “wowed” by value of Chronus
• Create a customer focused culture that is relentless in the pursuit of an excellent customer experience and loyalty
• Continuously increase retention rates and internal program success metrics
• Champion company NPS (Net Promoter Score) goals and create and execute strategies to achieve them
• Work closely with product team to increase adoption of Chronus software
• Oversee customer issues to realize win-win outcomes for customer and Chronus
• Deliver a compelling value proposition to customers
• Build and Expand a high-achieving Customer Success team focused on delivering results
• Recruit and grow the existing Customer Success team
• Develop a compelling career development path for team members
• Support the growth of future leaders of Chronus
• Enhance the customer-centric culture by continuously focusing on customers
• Expand and Enhance Implementation Team
• Work closely with the sales team to onboard new customers and all the activities following the completion of a sale with training and customer support.
• Build on existing customer implementation process
• Expand the implementation team to support Chronus’ growth trajectory
• Manage Global Helpdesk Function
• Manage customer expectations and meet SLAs (Service Level) regarding estimated response times for issue resolution
• Work closely with the global team to support Chronus’ award-winning service
• Leverage and support the expansion of existing resources and team
• Maintain high customer satisfaction ratings
• Take the CS operational support system to the next level
• Enhance existing and implement new systems, policies and procedures to support scaling the Customer Success function
• Explore new avenues to maintain a highly efficient, productive and effective team
• Connect business strategy to customer experience by providing insights into how to tackle strategies successfully from the CX side
• Work closely with the product and marketing teams to continue evolving the product by providing the customer’s viewpoint
• Identify the right metrics to analyze the customer experience and alleviate weak points by analyzing data and translating into insights and trends

Required Qualifications and Skills

• 8+ years of Customer Success experience with 4+ of those spent in management
• Experience in the SaaS market with a strong preference for candidates with experience in the HR Enterprise market managing global teams
• Experience defining goals, KPIs, and success metrics and then managing to these KPIs
• Superb written and verbal communication skills and interpersonal skills
• An analytical and data-driven decision maker with excellent analytical and data presentation skills; must be comfortable in Excel with Powerpoint skills a plus
• Entrepreneurial, self-managed, and self-directed, able to take initiative and follow through on commitments
• Excellent project management and organizational skills with a proven history of success at managing projects and over-achieving
• Results-oriented with ability to work on multiple projects concurrently with a sense of urgency
• Team player, able to inspire others to action including peers or management and to build a rapport among those working on client projects together
• Experience leading and scaling customer success teams in a fast-growing evangelical market is highly preferred
• Highly motivated to make a mark in a fast-growing SaaS business
• Hungry to excel and succeed in a fast-paced scrappy start-up environment
• Proven ability to recruit, train and develop CS professionals
• Organized with strong time management skills
• Strategically minded in building a high performing department
• Capable of challenging others in a strategic and productive manner
• Strongly aligned with Chronus’ values
• Savvy with various CS tools
• Bachelor’s Degree in a related field

Opportunity & Compensation
Chronus believes in rewarding performance and is looking for a top performer that is not afraid to exceed expectations. This is a unique position for an energetic leader that is hungry to grow a customer success team and start the next chapter in their career by joining a dynamic and forward-thinking business. We believe in rewarding performance and is looking for a top performer that is not afraid to exceed expectations. Furthermore, this opportunity is ideal for an executive that is ready to make an impact by joining a dynamic and forward-thinking team at the ground floor of the “next big thing” in HR software.

Why Chronus

• Work in a new market selling a world-class product to blue-chip clients, alongside a passionate, inspiring and award-winning team
• Experience high-growth startup culture where you can make a real impact on the future and direction of Chronus
• Create value for our clients by influencing the success of their mentoring programs
• Employee Stock Option Plan
• 401 K with Employer Match
• Employer paid health, dental and vision benefits