Vp, Customer Success - Toronto, Canada - Varicent

Varicent

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Varicent is the industry leader in developing Sales Performance Management (SPM) software, enabling businesses worldwide to Plan, Operate and Pay effectively to drive sales performance and growth.

A named Leader in the Gartner Magic Quadrant for Sales Performance Management seven times in a row, Varicent was founded in 2005 when we pioneered sales performance management software.

Evolving quickly to become the fastest growing software company in North America according to Deloitte's Fast 50 in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time.

We are looking for talented, driven people that can make an impact across our organization.

The Customer Success Management team at Varicent is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year.

They delight customers by understanding their organizational goals and unique challenges, then aligning the right Varicent resources to ensuring our customers receive maximum value from Varicent products to successfully achieve their business goals.

The Vice President, Customer Success is responsible for CSM (Customer Success Manager) strategy and execution for the Growth, Enterprise and Strategic customer teams in our Americas regions as evidenced by key CS metrics and operational goals.

This role will interact directly with key stakeholders, including internal and customer C-suite and functional leadership, to ensure customer needs are met.

They will share their understanding of CS best practices, including onboarding, renewal, upsell/cross sell, customer journey and stakeholder mapping strategies and our products & services to ensure the team is delivering value, developing trust, and expanding relationships with the customers under their care.

The VP will work closely with Product, Engineering, Services and Support and other CS leaders to represent the voice of their customers to ensure positive outcomes for both the organization and customer.

What you will do:

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_ Drive Customer Success Outcomes_:

Increase renewal rates and reduce down sell & churn
Expand revenue in accounts through new products and expansion opportunities
Influence future lifetime value through higher product adoption, customer satisfaction and overall customer health scores
Expand customer advocacy and referenceable customers
Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Travel to client sites domestically or internationally as able based on COVID19 accessibility

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Measure Effectiveness of Customer Success_**:

Define and manage operational OKRs (Objectives & Key Results) for team
Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell

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Recruit, develop and lead world-class customer success team_**:

Attract high potential individual contributors and leaders into team
Refine onboarding process for new team members
Share knowledge within team, based on experience and lessons learned
Encourage continuous learning within team, developing a team of next generation leaders

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Collaborate Across Company to drive Customer Success_**:

Influence company-wide culture of Customer Success
Drive companywide customer success processes and metrics
Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities
Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs
Align with Finance around measurement and forecasting
Establish with EVP, Customer Success key value metrics and objectives

What you will bring:

12+ years' experience in Customer Success leadership positions within technology or Saas organizations
57 years of experience managing managers, directors, and senior leaders
Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Ability to communicate effectively across internal departments and external stakeholders
Results focused with ability to drive both activity and outcome metrics
Proven record of accomplishment working closely with Product, Service