Global Vice President of Customer Success
Posted Updated
Description
- We’re looking for a Vice-President of Customer Success to oversee and grow our Customer Success team and activities globally!
- As part of the executive leadership team and reporting to the CEO, you’ll be responsible for a team that is crucial to Optibus’ success and growth
- You’ll bring expertise in modern Customer Success methods and approaches, in addition to delivering mission critical systems that are at the heart of public transit
- You’ll also be responsible for employee engagement globally, under a diverse Customer Success organisation
- This global team is made up of Customer Success Engineers, Support Engineers, Education Specialists, and Project Managers
- You’ll also foster collaboration across the global Customer Success team, in addition to cross-functional collaboration with teams such as Revenue, Product, Marketing, and Legal
- Drive Customer To Value:
- Focus on reducing churn, driving product adoption, increasing customer satisfaction, and identifying expansion opportunities
- Optimize the Customer Lifecycle:
- Define the customer journey, adopt industry best practices, and drive long-term strategic planning for the department
- Develop Expertise in Transportation Management:
- Become deeply familiar with the transit space to effectively educate clients and help them hit milestones throughout their journey
- Demonstrate Business Acumen and Value Delivery:
- Craft compelling narratives and prove out customer value through comprehensive business reviews and strategic touch-points
- Advocate for the Voice of the Customer:
- Act as the learning engine of the organization to infuse customer feedback and insights into all aspects of the business
- Maintain Operational Excellence:
- Apply a metrics-driven, results-oriented, and process-focused approach to solve problems with a high attention to detail
- Build and Develop Talent:
- Recruit, mentor, and grow a team of world-class customer success professionals as the company’s customer base expands
- Improve Organizational Efficiency:
- Drive team productivity, increase automation and AI-adoption, and enhance customer self-service options
- Foster Cross-Functional Alignment:
- Build strong partnerships with peers across Sales, Product, Marketing, Finance, and other internal departments
- Deliver Executive-Level Communication:
- Utilize excellent written and oral communication skills to document and present complex ideas to senior executives both internally and externally
- Past success launching programs aimed at measurably improving customer outcomes, experiences, and retention
- Ability to inspire and motivate teams by leading with curiosity, empathy, transparency, integrity, and grace under pressure
- Demonstrated success working cross-functionally and acting as an influential communicator and SaaS thought-leader across diverse cultures
- A demonstrated track record of exceeding goals and driving customer revenue past the $50M+ ARR mark
- Deep understanding of modern Customer Success playbooks, customer value drivers, and recurring revenue business models
- Very nice to have: Fluency in an extra European language (such as Spanish, Portuguese, German, or Italian)
- 5+ years of experience building, scaling, and driving a globally distributed, fast-paced Customer Success organization, including delivery, support functions, operations, etc
- Experience in delivery of complex, mission critical products and projects
- Functional leadership experience spanning multiple domains, including Customer Success Engineering, Professional Services, and Customer Support
- Very nice to have: Prior experience working in Public Transit, ITS, CAD/AVL in a similar capacity