We’re searching for a Vice President of Customer Success (CS) to lead and empower our team to excel in their responsibilities of onboarding, adoption, retention, and expansion of our mid-market accounts. As a highly experienced customer success leader you have a history of being a compassionate problem solver with exceptional communication skills, razor-sharp attention to detail, and a strong passion for user experience and customer happiness. Customer success is at the heart of our success at Proposify so this is an important role for someone who is eager to contribute to a thriving, dynamic, fast-growing company.
o Reporting to the CEO, you will develop and lead the strategy and execution of CS programs that are executed by the CS team to ensure successful business outcomes, product adoption, renewals and expansions, and identify and neutralize customer risk.
o As the VP Customer Success, you’ll sit on the leadership team and contribute to weekly sync meetings, and quarterly and yearly planning sessions.
o You’ll own several key company metrics: churn, contraction MRR, and expansion MRR.
o Work with the CEO, VP Sales, CMO, and CPO to map the customer journey and create associated playbooks for each customer segment; integrating both automated and manual touchpoints.
o Coordinate with the product marketing team to evolve and align our customer satisfaction strategy and health measurement including weekly active users, retention, expansion, and customer satisfaction program.
o Coordinate with the product marketing team to ensure successful go-to-market launches of new features to our existing customer base and identify clear metrics for feature adoption.
o Lead the customer success team to drive deep engagement, value, and service across our mid-market customer base.
o Maintain enablement, training, and mentoring of our CSMs to enable them to excel at their jobs.
o Recruit CSMs and other team members in an effective, scalable, and timely manner to ensure that we are resourced in full to drive these goals.
o Monitor, measure, and continually evolve customer success programs, playbooks, and processes to create scale in the customer success organization.
o Identify areas of improvement and make recommendations based on data, analytics and best practices.
o Own the ultimate success of our customers, ensuring they realize the full value of Proposify.
o Drive deep engagement, product adoption, and value across our larger, strategic customer base.
o Onboard and train new strategic accounts via demos, presentations, collateral, and webinars.
o Engage our strategic customers in regular business reviews to review key account metrics, ensure adoption, maximize each account’s potential for success, and grow a pipeline of new opportunities.
o Develop and deliver a roadmap to success, advising our strategic customers on reaching business goals.
o Become an expert on the Proposify platform and integrations, while keeping up with industry trends in data and analytics.
o 5 years of high level experience managing customer success teams in a SaaS environment
o Track record of developing customer success and onboarding programs using CS software tools
o Must be adept at navigating large complex organizations, matrix decision-making, working with multiple stakeholders both internally and within customer organization
o You’re a natural leader – you have a passion for developing talent and coaching a team to success
o An ability to adapt your coaching style according to individual team member needs.
o You’re detail and process-oriented with strong analytical skills
Proposify is a young, fast-growing, dynamic SaaS company. We’re a secret weapon for more than 6,000 businesses worldwide and counting.
Our mission is to empower entrepreneurs, sales managers, and salespeople to streamline their sales process, get back the time they spend managing proposals, and close more deals.
We have a positive, happy, energetic work culture; we love to have fun, and we love to work hard. We’re in it to win it.
We work out of a cool, comfortable, and styling office in the heart of downtown Halifax close to bus routes, pubs and restaurants.
The person we hire will enjoy:
A competitive salary
Health & dental benefits
Free snacks and coffee
A fun, collaborative team environment
Ongoing investment into learning
A good laugh everyday
Know someone who would be a perfect fit? Let them know!