Vice President of Customer Success

Job Title: Vice President of Customer Success 

Reports to: CEO 

Location: Hybrid, Cambridge, MA /  

 
About Profit Isle: Profit Isle is a leading SaaS platform designed using the language of profit to empower enterprise businesses in their AI journey and to transform their approach to profitability. Deployed on the Google Cloud Platform, our platform empowers customers to optimize their revenues, streamline operations, and make pinpoint-accurate decisions based on our analytics and recommendations. By combining cutting-edge AI and machine learning algorithms with user-friendly interfaces, Profit Isle transforms complex financial data into actionable insights, enabling businesses to navigate market dynamics with confidence and agility. 

As we scale, we’re looking for a dynamic and visionary Vice President of Customer Success to lead our customer-focused initiatives and drive our growth through exceptional customer relationships and satisfaction.  

Role Overview: As the Vice President of Customer Success and member of the executive team, you’ll lead efforts to ensure our customers experience outstanding value from our solutions. You’ll oversee Profit Isle’s Customer Success team, develop and implement customer success strategies, and work closely with other executive leaders to align customer experience with business objectives. In addition, your team will be responsible for upselling and renewals within the Profit Isle customer base. 

Key Responsibilities: 

1. Strategic Leadership:

• Develop and execute the overall Customer Success strategy, including customer onboarding, engagement, retention, and advocacy.
• Set and monitor KPIs to measure the effectiveness of Customer Success programs and drive continuous improvement.
• Partner with the executive team to align customer success strategies with company goals and growth objectives.

1. Team Management:

• Build, mentor, and lead a high-performing Customer Success team; define roles, set objectives, and support professional development.
• Foster a culture of customer-centricity, collaboration, and accountability within the team.

1. Customer Engagement:

• Oversee the customer lifecycle from onboarding to renewal, ensuring a seamless and valuable experience at every touchpoint.
• Develop and implement strategies to improve customer satisfaction, reduce churn, and drive upsell and cross-sell opportunities.

1. Operational Excellence:

• Establish and manage processes, tools, and best practices to deliver efficient and effective customer support.
• Use data and analytics to identify trends, risks, and opportunities for improvement in customer interactions and success metrics.

1. Cross-Functional Collaboration:

• Work closely with Sales, Product, and Marketing, and back-end teams to ensure alignment on customer feedback, product enhancements, and market trends.
• Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback informs company strategies.

1. Customer Advocacy:

• Build strong executive level relationships with key customers and serve as a trusted advisor to help them achieve their business goals.
• Create and leverage customer success stories and case studies to support marketing and sales efforts. 

Qualifications: 

• Bachelor’s degree in Business, Marketing, Finance, Accounting, Economics or a related field, or equivalent work experience in customer success with a financial/analytical product (MBA or advanced finance degree preferred).
• A track record of building and scaling customer success teams in a SaaS or tech environment.
• 8+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.
• A strong understanding of and capacity to work easily with financial statements and metrics as well as demonstrated skills using reporting systems. 
• Exceptional leadership, communication, and interpersonal skills with the ability to inspire and motivate teams.
• Strategic thinker with a customer-centric approach and a track record for delivering outstanding service and results.
• Success in a fast-paced startup environment and the ability to adapt to shifting circumstances.