About the Role
Senior Vice President of Customer Success
RemoteUnited StatesCustomer Success
Description
About Journey
Journey is the leading proactive mental health solution for modern companies. Our mission is to help all people live happier, healthier, less stressed lives. We are a rapidly growing tech startup, and we work with care and intention to create a high-performance company with the following in mind:
- Speed Wins.Make decisions, move quickly, and know that if things go wrong, its okay for you and the company.
- Intuition, Then Data.Were a data-driven company. We start with our instincts and then use data to validate our decisions and improve.
- Miles, Not Inches.Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes
- Customer-Obsession.We are obsessed with helping all people to live happier, healthier lives. We accomplish this by knowing our customers incredibly well and finding ways to make their lives better.
- Truth Through Safety & Courage.A safe space allows all of us to feel secure and welcome, which creates the environment needed to act courageously, speak our truth, and see different perspectives. Doing so leads to the best decisions and the most success for us as a company.
- Ownership & Accountability, Together.We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges and work together to achieve our collective success.
About the Role:
As the Senior Vice President of Customer Success at Journey, reporting directly to the CEO, you will be responsible for driving strategy, execution, evolution and results for the Customer Success team. This is a strategic leadership position and you will play a pivotal role in ensuring our customers’ success by ensuring that Journey delivers exceptional customer experiences, fosters long-term relationships, and accelerates value realization across our customer base. You will collaborate closely with cross-functional teams, including sales, marketing, product, and engineering, to ensure the seamless adoption and ongoing satisfaction of our customers.
This role requires a strong understanding of digital health strategies for CS and demonstrated experience working with client stakeholders in HR, to include C-level client executives at some of the worlds largest enterprises. As a startup, the desire to build solutions and manage a high-performing team in a fast-paced environment is critical.
In this job, you will:
- Drive Customer Success outcomes including reducing client churn, reducing down-sell, driving product engagement and increasing MRR, while ensuring world-class NPS ratings, and increasing levels of reference-ability within our client base.
- Lead a world-class Customer Success Team, including providing performance feedback, guidance, and input on their goals and objectives with regard to career pathing; providing continuous coaching and mentoring
- Own the reinforcement of a company-wide culture of customer success including, aligning with marketing around communications to existing customers, advocating for customer needs on the product roadmap, and supporting sales in driving new opportunities
- Collaborate with Journeys Senior Director of Customer Operations & Experience to create effective operational processes, strategies, plans, and measurement systems that can deliver favorable outcomes for both our customers and the company
- Represent our clients and our Customer Success team on the Leadership team, including owning all KPIs, quotas, goals, objectives, and key results
- Own and manage strategic relationships with our customers, being proactive around overall engagement, adoption of best practices and alignment on customers strategic objectives to drive positive outcomes
- Leverage data, metrics and insights to build and strengthen the overall Customer Success Playbook
- Define and Optimize Customer Lifecycle – Map customer journey, develop listening points (e.g., usage, satisfaction, etc.), define segmentation of customer base and varying strategies, identify opportunities for continuous improvement
Requirements
- 8+ years of experience in Customer Success senior leadership in digital health and/or SaaS required
- Experience at an early-stage startup organization
- Strong track record serving client stakeholders and building C-level relationships within client HR teams
- Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate outside the job description,
- Great change leader, customer obsessed, metrics and data driven,
- Excellent written and verbal communication skills and the ability to persuade, influence, negotiate and make formal presentations in meetings and training environments
- Driven, self-motivated, enthusiastic and with a “can do” attitude
The ideal candidate will:
- Experience building Customer Success strategy for a digital health company
- Possess a proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction and drive engagement in a fast-growing and dynamic company
- Have a sense of urgency to accomplish things quickly and ability to prioritize multiple tasks and deal with unforeseen circumstances
- Develop and maintain productive relationships across organizations to ensure that business initiatives are achieved
- Possess confidence, and a dynamic working persona, which can bring fun to the team; and sense of humor is a plus
- Be familiar with Salesforce or other CRM platforms & their data structure