VP, Customer Success
$900–$900 year
RemoteDallas, Texas, United States or Fort Worth, Texas, United States
Job Summary
Establish end-to-end accountability for post-sale customer experience, including onboarding, success, and support across the KeyData customer base. Stand up a scalable, tech-touch motion for smaller accounts and introduce a consultative, quarterly-business-review-driven engagement model for largest customers. Define and track retention and customer health as core performance metrics, while diagnosing root causes of churn and partnering with Product to strengthen onboarding. Launch quarterly business reviews with key accounts to reinforce value and identify growth opportunities, shifting the team's posture from reactive support to a proactive partner. Assess workflows to identify inefficiencies, develop repeatable operating processes, and enhance supporting systems including CRM hygiene, customer health scoring, and ticketing.
Required Qualifications
- VP, Customer Success
- Own end-to-end accountability for the post-sale customer experience
- Build the Operating System for a Newly Structured CS Organization
- Establish clear ownership, workflows, and handoffs
- Define and track retention and customer health as core performance metrics
- Define a process to diagnose the root causes of churn
- Partner closely with Product to strengthen the onboarding experience
- Launch quarterly business reviews (QBRs) with KeyData's largest customers
- Shift the success team's posture from reactive support to a proactive, consultative partner
- Design and build a tech-touch motion for smaller accounts
- Define the segmentation model determining which accounts receive high-touch, consultative coverage versus tech-touch coverage
- Assess workflows and systems across Onboarding, Success, and Support
- Develop repeatable operating processes
- Enhance supporting systems – CRM/CS platform hygiene, customer health scoring, ticketing and case management, and product usage analytics
- Flexible PTO policy
- Fully remote position
Desired Qualifications
- Preference given to those in the Dallas/Ft.Worth area
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