Vice President - Customer Success (Saas)

TL;DR

Vice President - Customer Success (Saas): Responsible for owning customer growth, delighting customers through their journey at hirify.global. Focus on improving and scaling customer success processes, including onboarding, adoption, renewals, and escalation management.

Location: Seattle, Washington, United States. The incumbent may be required to travel to customer locations on short notice, when required.

Salary: $180,000 - $250,000 USD

Company

hirify.global provides an all-in-one, cloud-based software solution for the beauty and wellness industry.

What you will do

• Achieve and maintain Churn and NRR goals
• Deliver ROI to the customers from the hirify.global products they have subscribed to
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Establish usage around and monitor customer health metrics (e.g., NPS, CSAT, churn rates), identify at-risk customers, and implement strategies to mitigate churn while maximizing renewals and customer lifetime value
• Continuously improve and scale customer success processes, including onboarding, adoption, renewals, and escalation management
• Demonstrate cross-functional collaboration by working closely with product, sales, and marketing teams to ensure alignment on customer needs, feedback, and pain points. i.e. Act as the voice of the customer in internal discussions, influencing product roadmaps and sales strategies

Requirements

• A passion for customer success and laser focus on providing customer value.
• Strong Understanding of business & technology
• Strong Negotiation & Consultative Abilities
• Experience dealing with a variety of complex accounts & building relationships at C- Level
• 10+ years of overall experience in leading customer oriented teams at a senior level
• A degree in engineering or equivalent

Nice to have

• Knowledge of how enterprise implementations, professional services, support processes work.
• PMP is an added advantage

Culture & Benefits

• Medical, dental, and vision coverage
• Participation in the company 401k plan
• Paid parental leave
• Unlimited paid time off
• Flexible work hours
• Foster an enriching culture, and a supportive and dynamic work environment, and encourage our employees to balance life, work, and well-being