Vice President, Customer Success
Crimson Hexagon is the global leader in consumer insights from social media data. Powered by patented technology and an in-house data library of more than 950 billion posts, Crimson Hexagon's platform helps hundreds of brands and agencies answer critical business questions through the insights derived from social data. Clients include leading global organizations such as General Mills, Starbucks, Paramount Pictures, Microsoft and Twitter, and leading agencies such as TBWA, VML, BBDO, Saatchi & Saatchi, Ogilvy, Edelman and Digitas. We’re a high growth software company headquartered in Boston with offices in Chicago, San Francisco and London.
We are seeking a Customer Success leader to manage the Customer Success Lifecycle at Crimson Hexagon. Building strong, trusted partnerships with Crimson Hexagon customers, the Vice President of Customer Success will be responsible for helping our customers effectively engage with the platform and our Services team. While our desired candidate will possess a strategic approach to selling and strive to exceed revenue goals, he/she will always have our customers best interest in mind, serving as the customers internal advocate to ensure they are set up for long term success.
Responsibilities:- Provide guidance to Customer Success and Renewals teams in building trust and confidence that drives customer success, engagement, loyalty and retention
- Partner with SVP of Client Services to drive customer success strategies
- Work to remove any barriers to high performance providing assurance and oversight
- Clearly articulate the organization’s mission and goals, motivating people to achieve those goals and be enthusiastically accepted as a leader
- Work cross-functionality throughout the business with teams such as Product, Sales, Marketing and Executive teams, to ensure efficient onboarding of new customers and drive initiatives centered around Customer Success
- Provide leadership necessary to drive usage, adoption, and business value for customers
- Lead the development of success plans for customers that outline their critical success factors, metrics for success and potential issues. Provide strategic recommendations for continued improvement
- Lead a team of global team of Customer Success Directors as they develop strategies to help our customers achieve their goals and ensure client deliverables are on time and exceed high quality standards
- Ensure Customer feedback is disseminated internally, enabling ongoing improvement of the Company’s services, as well as ensuring communication, feedback and escalation processes are in place
- Drive business change management and transformation through adoption, training, and development of best practices to continually drive incremental value for our customers
- Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement and customer retention
- Minimum of 10 years of experience in transforming Customer Success and Renewals organizations
- Minimum of 8-10 years of experience in managing Customer Success and Renewals teams for a global software company
- BA/BS degree or equivalent experience is required; an MBA preferred
- Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills including experience with coverage and sales models
- Strong business acumen and professionalism, excellent customer focus, attention to detail and outstanding communication skills in all forms
- Passionate and creative leader with a proven track record in leading, innovating, and motivating teams
- Strong understanding of the power of the voice of the Customer
- Experience in creating the vision for Customer Success
- Experience leading Customer Success efforts for both on-premise and cloud (SaaS) solutions
- Strong understanding of value drivers in recurring revenue business models
- Ability to create a performance and metrics focused culture
- Exceptional cross-organization collaboration and communication skills
- Demonstrates leadership through accountability, continuous learning and improvement
- Ability to travel a minimum of 20%