Vice President, Customer Success at Varicent

Austin, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Sales Performance ManagementIndustries

Requirements

Experience leading Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA
Passion for customer advocacy, building world-class teams, and driving revenue growth
Ability to travel to client sites domestically or internationally

Responsibilities

Hold steady 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 engagement, and overall customer health scores, with constant identification of risks within the customer base
Ensure Success Planning Workshops proceed for all appropriate customers and drive execution to the resulting Customer Success Plans
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 and enforcing the creation and management of “get well plans”
Define and manage operational OKRs for the team in support of company objectives and enforce roll down of these KRs for CS members within Lattice
Track and report metrics and measures of business performance and customer health, including product use, NRR, Churn, and Upsell
Attract high potential individual contributors and leaders into the team
Refine onboarding process for new team members
Share knowledge within the team based on experience and lessons learned
Encourage continuous learning within the team and develop a team of next generation leaders
Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success
Influence company-wide culture of Customer Success
Drive company-wide customer success processes and metrics
Work closely with Sales to align on customer strategies and renewal forecasting
Partner closely with Product, Engineering, Renewals, Services, and Support teams to ensure every customer gets maximum value from the platform

Skills

Key technologies and capabilities for this role

Customer SuccessLeadershipTeam BuildingRenewalsCustomer ExpansionCustomer AdoptionRevenue GrowthCustomer AdvocacyCross-functional CollaborationSaaS

Questions & Answers

Common questions about this position

What teams will I lead in this role?

You will lead the Customer Success Manager (CSM) and Technical Account Manager (TAM) teams across Growth, Enterprise, and Strategic customer segments in the Americas and EMEA.

Is travel required for this position?

Yes, the role requires travel to client sites domestically or internationally.

What are the key responsibilities in this VP Customer Success role?

Key responsibilities include driving customer success outcomes like renewals, expansion, adoption, and health scores; ensuring success planning workshops; addressing escalated issues; and measuring effectiveness of customer success programs.

What is the company culture like at Varicent?

Varicent offers a diverse, collaborative, and innovative team environment where you can innovate with purpose, join excellence, shape the future, and grow together in a supportive setting.

What makes a strong candidate for this VP role?

A strong candidate is passionate about customer advocacy, building world-class teams, and driving revenue growth, with the ability to lead high-impact initiatives in customer outcomes, renewals, and expansion.

Varicent

SaaS solutions for revenue growth management

About Varicent

Varicent provides software solutions that help businesses improve their revenue growth. Their products allow companies to create effective territory and quota plans, streamline their revenue operations, and design incentive programs that motivate sales teams. Varicent's software works by offering tools that enable users to analyze data and make informed decisions about their sales strategies. What sets Varicent apart from its competitors is its focus on the specific needs of revenue leaders, ensuring that their solutions are tailored to help clients achieve their growth goals. The main aim of Varicent is to empower businesses to optimize their sales performance and revenue management processes through data-driven insights.

Toronto, CanadaHeadquarters

2003Year Founded

$34MTotal Funding

SERIES_CCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees