management
Posted Apr 17Vice President - Customer Success
at Zenoti
Seattle, United StatesOn-site
Responsibilities
- Drive Customer Success Outcomes
- Achieve and maintain Churn and NRR goals
- Deliver ROI to the customers from the Zenoti 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
- Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- Develop listening points in the journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in the journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- 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.
Requirements
- We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.
- Skills needed to be successful in the role
- Strong Understanding of business & technology
- Experience dealing with a variety of complex accounts & building relationships at C- Level •
- Experience in working with remote teams effectively
- Ability to work in a fast paced, ever changing, start-up environment
- Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.
- experience in leading customer oriented teams at a senior level
- The incumbent may be required to travel to customer locations on short notice, when required.
- Qualifications Required
- A degree in engineering or equivalent