Posted 6 months ago  

VP Customer Success

Posted 6 months ago - 199 views - 26 Applied

Job Description

At Sellics, the success of our customers resides at the center of our growth strategy. Our software is used on a daily basis by thousands of Amazon sellers & agencies worldwide who depend on our advertising analytics & automation capabilities to build and grow their businesses in a very competitive environment. As Vice President of Customer Success, you will be responsible for the entirety of our post-sales operations, leading one of the largest & most highly regarded departments in the company and making sure that our customers consistently realize their advertising objectives. You will play a pivotal role in defining our customer journey together with our product teams and have a seat at the table with the C-suite, reporting on business outcomes as well as contributing to our long-term strategy.

In this role, you will:

  • ​Lead our customer support/self-serve, account management and managed service teams. We operate along the full range of account management strategies, from no-touch to high-touch, and you will hold the keys to all teams
  • You will allocate resources according to our strategic needs and plan the ideal organizational setup for the next 6 to 12 months
  • You will create or improve playbooks & design core processes to help the team deliver a best-in-class customer experience
  • You make hiring decisions for experienced leaders and high potential individual contributors
  • You will create and maintain best-in-class onboarding & training programs for your team members
  • You will design career & personal growth paths that enable you to support the professional development of your team members in line with our core values of taking ownership and staying restless
  • Be responsible for our core Customer Success Outcomes
  • You will own MRR churn targets & net revenue retention
  • You will measure and improve KPIs indicating our customers’ success, including feature adoption & usage as well as real business outcomes
  • You will measure and improve KPIs relating to our true customer satisfaction such as NPS, CSAT, health scores & response times
  • You will initiate up & cross-selling campaigns in collaboration with our sales team
  • You will be the last instance for escalating customer interactions and you will take and communicate decisions in the best interest of the customer and Sellics
  • You will work closely with revenue operations to enhance our capabilities through technology by successfully employing:
  1. Support systems
  2. Customer Success Management platforms
  3. Automated reporting
  4. Onboarding & learning tools
  5. Subscription management software
  • Be the voice of our customer
  • Help us keep the success of our customers at the core of all executive decisions
  • Align with marketing around customer marketing initiatives
  • Work with product on the customer journey and support product roadmap decisions
  • Collaborate with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Work with Finance around measurement and forecasting
  • Create a company-wide customer feedback loop

Essential Skills

  • 5+ years experience in leading customer-facing organizations with a strong track record, 10+ years overall professional experience
  • Strong understanding of value drivers in recurring revenue business models
  • Knowledge of and enthusiasm for PPC Advertising & Amazon marketplace highly preferred
  • Previous experience in Amazon, PPC Advertising or e-Commerce related roles preferred
  • Proven ability to manage talented teams in flat hierarchies through empathy, strategic guidance and attention to detail
  • Excellent communication skills proven both in customer-facing and internal interactions
  • Analytical and process-oriented mindset
  • Personal belief in continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others

Why should you join Sellics? We offer:

  • A talented, growing company and tech/product team
  • Work from anywhere in the world if you want to, OR com join us at our very well-located office in the heart of Berlin Mitte incl. a rooftop terrace with pool
  • Competitive compensation package and defined career paths
  • High level of responsibility and space to develop
  • Flexible working hours
  • Urban Sports Club membership
  • Free food and drinks, educational "Sellics Talks," regular team events
  • Self Improvement Grant funding for external educational pursuits, and additional time off for professional growth
  • Barista coffee-machine, and the best coffee beans Berlin has to offer ;)
  • A friendly, open, multi-cultural work environment with colleagues from over 35 countries

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place:Anywhere.