Varicent – VP, Customer Success (NA) – Dallas, Texas, USA
Job Description
Varicent is the industry leader in developing Sales Performance Management (SPM) software, enabling businesses worldwide to Plan, Operate, and Pay effectively to drive sales performance and growth.
A named Leader in the Gartner Magic Quadrant for Sales Performance Management seven times in a row, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50™ in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in the smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.
At Varicent, we value the unique backgrounds, experiences, and perspectives each Varicent employee brings to our work each and every day. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Varicent? Visit varicent.com/careers.
The Customer Success Management team at Varicent is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year. They delight customers by understanding their organizational goals and unique challenges, then aligning the right Varicent resources to ensure our customers receive maximum value from Varicent products to successfully achieve their business goals.
The Vice President, Customer Success is responsible for CSM (Customer Success Manager) strategy and execution for the Growth, Enterprise, and Strategic customer teams in our Americas regions as evidenced by key CS metrics and operational goals. This role will interact directly with key stakeholders, including internal and customer C-suite and functional leadership, to ensure customer needs are met. They will share their understanding of CS best practices, including onboarding, renewal, upsell/cross-sell, customer journey, and stakeholder mapping strategies and our products & services to ensure the team is delivering value, developing trust, and expanding relationships with the customers under their care. The VP will work closely with Product, Engineering, Services and Support, and other CS leaders to represent the voice of their customers to ensure positive outcomes for both the organization and the customer.
What you will do :
- Drive Customer Success Outcomes :
- Increase renewal rates and reduce down sell & churn
- Expand revenue in accounts through new products and expansion opportunities
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer health scores
- Expand customer advocacy and referenceable customers
- Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
- Prescriptively guide customers towards proven/recommended approaches to satisfying their business needs
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Travel to client sites domestically or internationally as able based on COVID-19 accessibility
- Measure Effectiveness of Customer Success :
- Define and manage operational OKRs (Objectives & Key Results) for the team
- Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell
- Recruit, develop, and lead a world-class customer success team :
- Attract high-potential individual contributors and leaders into the team
- Refine the onboarding process for new team members
- Share knowledge within the team, based on experience and lessons learned
- Encourage continuous learning within the team, developing a team of next-generation leaders
- Collaborate Across Companies to drive Customer Success :
- Influence company-wide culture of Customer Success
- Drive company-wide customer success processes and metrics
- Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities
- Partner with product to ensure customers are informed of the latest features and functionality and advocate internally for additional product enhancements based on customer needs
- Align with Finance around measurement and forecasting
- Establish with EVP, Customer Success key value metrics and objectives
What you will bring:
- 12+ years’ experience in Customer Success leadership positions within technology or Saas organizations
- 5-7 years of experience managing managers, directors, and senior leaders
- Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Ability to communicate effectively across internal departments and external stakeholders
- Results focused with the ability to drive both activity and outcome metrics
- Proven record of accomplishment working closely with Product, Services, and Support teams
- Strong empathy for customers AND passion for revenue and growth
- An enthusiastic and creative leader with the ability to inspire others
- Strong executive presence and business communication skills (multilingual is a plus)
- Relevant bachelor’s degree
Varicent is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email [email protected]
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact
