Vice President Customer Success

Job Description

The Vice President Customer Success at Pragma Edge will be responsible for defining and leading the customer success strategy, ensuring that customers derive maximum value from our software and services. This role will involve building and scaling new customer success and building business and technical practices, driving customer satisfaction, retention, and growth. The VP Customer Success will work closely with cross-functional teams to enhance the customer experience and ensure that customer needs are consistently met and exceeded.

Key Responsibilities:

Strategic Leadership:

Develop and execute a comprehensive customer success strategy that aligns with the company’s objectives and drives customer satisfaction and retention.
Identify and implement best practices and innovative approaches to customer success.

Customer Onboarding and Adoption:

Oversee the development and execution of onboarding programs to ensure a seamless transition for new customers.
Drive the adoption of our software and services, ensuring customers realize the full value of their investment.

Customer Retention and Growth:

Implement strategies to enhance customer retention and reduce churn.
Identify opportunities for upselling and cross-selling, collaborating with sales and marketing teams to drive additional value for customers.

Customer Experience:

Lead efforts to continuously improve the overall customer experience, gathering feedback, and implementing changes as needed.
Develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate.

Team Leadership and Development:

Build and lead a high-performing customer success team, providing mentorship and fostering a culture of excellence.
Establish performance metrics and goals for the customer success team, monitoring progress and ensuring accountability.

Metrics and Reporting:

Define and track key performance indicators (KPIs) for customer success, providing regular reports to the executive team.
Use data and analytics to drive decision-making and improve customer success outcomes.

Cross-Functional Collaboration:

Work closely with product, sales, marketing, and support teams to ensure a cohesive approach to customer success.
Provide feedback to product teams based on customer insights to inform product development and enhancements.

Customer Advocacy:

Serve as the voice of the customer within the organization, advocating for customer needs and ensuring their feedback is considered in strategic decisions.
Develop customer advocacy programs, including case studies, testimonials, and reference programs.

Qualifications

Extensive experience (10+ years) in customer success, account management, or a related role within the IT software and services industry.
Proven track record of building and scaling customer success teams and practices.
Strong understanding of SaaS business models and customer lifecycle management.
Excellent leadership, communication, and interpersonal skills.
Ability to think strategically while executing tactically.
Proficiency in customer success software and tools (e.g., CRM, customer success platforms).

Preferred Qualifications:

Experience in a senior customer success role within a high-growth technology company.
Knowledge of the latest trends and best practices in customer success.
Certification in customer success management or related areas.

Key Competencies:

Strategic Vision
Leadership and Team Management
Customer-Centric Mindset
Analytical and Data-Driven
Communication and Presentation Skills
Collaboration and Influence
Problem Solving

Why Pragma Edge

At Pragma we are committed to delivering innovative solutions that drive business success. As the Vice President Customer Success, you will have the opportunity to shape the customer success function and drive impactful initiatives that enhance the customer experience. Join us and be a part of a company that values customer satisfaction and continuous improvement.