Director of Customer Success

Vividly is the leading modern trade promotion management (TPM) solution built by and for the consumer packaged goods industry. From campaign creation to deductions management and promotion measurement, we help brands manage every element of trade spend. With our easy-to-use platform and industry-leading experience, we pride ourselves on our ability to bring businesses to the next level.

Not familiar with trade promotion spend?  That’s OK.  Most people aren’t.  It’s an $8 trillion dollar problem that is ripe for disruption by an innovative SaaS startup.  In order to grow, consumer packaged goods (CPG) brands spend 20% of their topline revenue to get into retailers and promote their products within those retailers.  The problem is that today 70% of those promotions are not ROI positive. This is because ROI is hard to track.  The industry operates on emails, pdfs, and xls spreadsheets. At Vividly, we’re solving this massive problem with exciting tactics including AI, Machine Learning, and Fintech and adding value to everyone in the chain. Some of our customers include brands you may use and love - Liquid Death, Amy’s, and Laird Superfoods.

The Director, Customer Success drives business and customer outcomes by coaching and leading a group of Customer Success Managers to help our clients succeed. You will partner with other leaders and functions to develop scalable engagement strategies and will monitor key performance indicators for your team and their engagement initiatives. As an experienced people manager with deep CS experience contributing to playbook development, driving change adoption, and generating results, you will engage with customers to provide leadership support through the customers’ journey.

If you have proven experience scaling CS teams with leveraging ai tools, you will be moved to the top of the list for review.

• You drive NRR. You own Retention and Expansion. You are the customer advocate and escalation point. 
• Lead, coach and manage a team of Customer Success Managers in their day-to-day execution in providing support to our clients.
• Drive scalable customer engagement to meet platform targets while ensuring satisfactory and positive customer experience delivery across the customer journey.
• Analyze usage, configuration and revenue, and identify product adoption opportunity and services enhancement to increase strategic customer stickiness and drive growth.
• Develop engagement playbooks, SOPs, outreach and tech touch capabilities specifically focused on scaling the team’s efficiencies and success.
• • Renewals, upsells, customer journey, QBRs
• Monitor team performance, identify and understand any risks that threaten customer satisfaction, perceived customer experience delivery, retention and growth. Design and execute mitigation plans.
• Prepare and present monthly and quarterly plans and forecasting as well as KPI reporting for account portfolio.
• Collaborate with sales leaders and marketing to ensure optimal partnership between the teams, addressing challenges and opportunities promptly.
• Partner with internal stakeholders on customer activities and opportunities to maximize product adoption, customer satisfaction, loyalty and reference-ability while optimizing growth and compliance.
• Act as the voice of the customer across the organization to drive improvements, innovation and evolution.
• Recommend and drive upsell opportunities in collaboration with Sales to ensure portfolio growth and NRR targets are met.
• Resource manage the team of CSMs to ensure account coverage and segmentation is aligned with ARR managed targets.
• Be the driver to ensure accounts are developed with senior leadership, we have a strong presence in the accounts at the C-Suite level, and the Vividly senior leadership team is involved at the right moments.
• Develop the customer journey touches and engagement to drive adoption each step of the way.
• Develop and implement a comprehensive customer experience strategy aligned with the company’s goals and objectives.
• Lead the CX team in identifying and analyzing customer needs, pain points, and feedback to inform product and service enhancements.
• Be on top of all accounts; we have technology enabled to ensure visibility across all our accounts; you must be the owner that ensures customers are getting the service they require to ensure success.
• Work closely with customer technical support to analyze tickets, articulate improvement plans, drive product roadmap conversations with a data-driven approach as you represent the Voice of Customer.

Work Experience

• Minimum of 6-8 years of experience in customer success with proven record 
• You have experience scaling startups; and you’ve done so at Series A/B companies
• You have managed managers and team leads, and have experience leading teams of 10 to 15 people
• Experience in the CPG industry, particularly Trade Promotion Management desired but not required
• SaaS experience in similar role; you have experience in CX across SMB/Mid-Market/Enterprise clients and know how to create service levels and operating models to drive engagement for each of these account segments
• Proven track record of implementing playbooks, process improvements, tool updates, etc. for scale or pooled-resource team
• You have demonstrated experience working in environments with complex systems, preferably in data analytics/Finance/Accounting platforms with complex SaaS products that span multiple user personas at your clients.
• Push efficiency; there are many new ai tools available and we want to ensure we are continuously exploring ways to improve how we scale leveraging ai tools. The Tech Support/CS Ops function will play a pivotal role in assisting with rolling out ai tools but this role is expected to really help push and develop that aspect of our CX function.

Skills

• Ability to effectively direct and motivate the performance of others
• Demonstrated ability to effectively hire, develop, delegate and mentor staff
• Advanced knowledge of Salesforce, experience with a customer success platform preferred (Vitally a plus) 
• Ideal but not required: Expertise in key areas of CPG; accruals, deductions, trade finance, trade promotions, POS Data, distributor models, and retailer routes to market (desired but not required)
• Proficient in key business areas of sales, customer success, marketing and financial metrics
• Advanced presentation skills; ability to present and train platform functionality to all audiences, analytical problem solvers preferred
• Impeccable oral and written communication, organizational, and negotiation skills with the ability to take charge and work in ambiguous situations
• Demonstrated ability to influence business decisions while building and maintain relationships with multiple levels of internal and external personnel ranging from senior executives to other functional business leaders (product management/development, marketing, operations), to functional employees