Prove – VP, Customer Success – $215k / $235k – New York, USA

February 26, 2023
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Job Description

About Prove

Prove Identity, Inc. (Prove), formerly Payfone, Inc., is the modern way for businesses to enable their customers to prove their identities with just a phone. We offer phone-centric solutions that enable our customers to acquire new consumers and engage with their existing consumers by removing friction while bolstering security and enhancing consumer privacy and consumer choice. Our solutions are used by more than 1,000 businesses across diversified industries, including banks, financial services, healthcare, insurance, and e-commerce. For the latest updates from Prove, follow us on LinkedIn.
As we continue to scale our company, we are looking for people who know how to make an impact. We’re talking about self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smarts but a natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.
Prove has big plans; we’re excited and optimistic about the future. If this sounds like a career for you – come check us out.

The Vice President of Customer Experience is a second-line leader for customer success, revenue management, and customer programs. The key OKRs for this role will include effectively supporting our customer relationships, accurately forecasting recurring revenue, and interfacing with the product organization to properly prioritize customer and market needs. This role reports to the SVP of Solution Service, who reports to the Global Chief Revenue Officer – the leader of our global Go To Market (GTM) Organization, which includes Global Sales, Marketing, Partnerships, Customer Facing Engineers, Revenue Operations, and Enablement.

What You Are Accountable For:

  • Lead and Manage the Customer Success team, via our Customer Success Manager, by clearly articulating plans, priorities, and OKRs
  • Partner with the IT and Revenue operations to establish both bottom-up and top-down forecasts by customer, vertical, and other cohorts to help Prove to align investment and inform decision making
  • Engage with top customers as an executive sponsor to better understand and advocate for customer needs Competency with Prove’s platform and solutions articulating the key value propositions as a recognized industry expert
  • Work with our Enablement team to ensure that our Customer Success team members have the tools, assets, and messaging to engage effectively as Trusted Advisors with Prove Customers
  • Drive revenue opportunities by partnering with Prove’s sales and go-to-market teams
  • Partner with the Prove Provide product team to prioritize feature requests and product needs
  • Partner with the support team to drive efficiency in customer support processes
  • Manage Prove NPS program and ensure cross-organizational buy-in and actionable delivery on client expectations

What We Require

  • 8+ years in a leadership and mentorship position
  • 5 + years in customer success or a customer-facing organization
  • Strong leadership skills, including the ability to articulate strategy and establish trust
  • Understanding of the fraud and authentication space, specifically experience in fraud prevention, detection, and authentication techniques to real business use cases
  • A disruptive thinker who can identify and execute how best to modify processes to improve outcomes
  • Business acumen with a problem-solving attitude, frequently on-the-fly situational adaptation
  • Strong presentation skills with a proven track record of supporting a sales organization to help facilitate selling/consulting to a network of customers
  • Facilitation skills, including the ability to facilitate decision-making and broker agreements amongst diverse, differing, and/or conflicting perspectives/priorities
  • Proven track record in scaling customer success organization
  • Experience in cybersecurity, fintech, or fast-growing startup is required

The salary range for this role is $215,000 – $235,000 plus a bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Prove’s Benefits include but are not limited to:

  • Excellent health, dental, and vision insurance that begins on your first day of employment
  • 401k plan with company match
  • Equity
  • Participation in the annual incentive program
  • Unlimited Vacation
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Prove we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
This position description should not be considered the final description of the position. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions.
Prove is an equal opportunity employer committed to providing equal employment opportunities for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics.