VP, Customer Success

Posted Jan 21

Conservis is seeking a Vice President of Customer Success. We're looking for an experienced Customer Success and Professional Services leader to lead our Customer Success team to build a global professional services team. 

 The Vice President of Customer Success is an experienced Customer Success and Professional Services leader. This role will bring a strategic vision and innovative approach to lead critical customer-facing teams at Conservis. Reporting to the Chief Operating Officer, the Vice President of Customer Success plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, services delivery and growth of Conservis' customers.

The Vice President of Customer Success has an action mindset, is excited by the idea of quickly scaling globally, and thrives in a bold, fast-moving, transparent, values-driven leadership team and company while enabling both customer and company success.

Quick Facts

  • Reports to: Chief Operating Officer
  • Works Closely with: Sr. Leadership Team, Customer Success Team, Product Team, Sales Team
  • Manages: Sr. Customer Success Managers, Customer Success Managers, Customer Support 

What You'll Do.

The VP of Customer Success will be responsible for building and leading a world-class Customer Success team focused on results.

Customer Success Team Management

  • Mentor and develop team members capable of executing essential responsibilities.
  • Transform/build a team that has historically been focused on support-based Customer Success activities into a world-class professional services team.
  • Identify talent needs for long-term success.

Measure Effectiveness of Customer Success

  • Define operational metrics for the team.
  • Establish system for tracking metrics within our CRM.
  • Create cadence for review within team.
  • Expose subset of metrics to Sr. Leadership Team, the Company and Board of Directors

Drive Customer Success Outcomes/Strategy

  • Architect the Customer Success team and solutions to leverage and grow in support of revenue goals.
  • Find the right balance of services and support for our customer categories - Large Family Farms, Enterprise and Corporate Customers
  • Increase existing customer renewal rates and support churn reduction.
  • Expand our revenue with existing customers through cross-sell and up-sell solutions selling.
  • Influence future lifetime value through high product adoption, customer satisfaction and overall health scores.
  • Drive new business growth through greater advocacy and networking.

Professional Services

  • Build and expand Conservis' professional services offerings, and work closely with Sales, Marketing and Customer Success to integrate these offerings into the sales and customer lifecycle.
  • Expand Conservis' existing service offering in solutions and data consulting and service delivery.
  • Work closely with Sales Engineer and Product team on technical integrations as needed.

Customer Lifecycle

  • Ensure the customer journey map supports overall success.
  • Standardize interventions for each point in the customer journey.
  • Define segmentation of customer base and varying strategies - particularly focusing on Enterprise and Corporate customers.
  • Identify opportunities for continuous improvement.
  • Define and apply Customer Success best practices.

Who You Are.

Key Qualifications

  • Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
  • 10+ years experience managing and scaling services in a SaaS B2B sales environment.
  • Deep understanding of value drivers in recurring revenue business models.
  • Experience consulting and presenting to Enterprise and Corporate customers.
  • Pre-sale experience is a plus.
  • Excellent communication and presentation skills for a Sr. Leadership/Board of Directors audience.
  • Ag Tech experience is a plus, but not required.

Qualities and Competencies

  • Motivation to win in an emerging market.
  • You know how to enhance and build a team. You have an enthusiastic and creative leadership style with the ability to inspire and motivate others.
  • You know how business works - you're knowledgeable in best practices, policies and trends in SaaS space.
  • You make good decisions based upon experience, data and good judgment, and your solutions turn out to be correct!
  • You focus your time on key business priorities.