Vice President of Customer Success

hace 3 días

Barcelona, Barcelona, España Lodgify A tiempo completo

About the Role

As the Vice President of Customer Success at Lodgify, you will be a key member of the management team responsible for leading and scaling our Customer Success department. Your primary goal will be to develop and execute strategies that drive customer engagement, retention, and growth, ensuring that our customers derive maximum value from our platform.

Key Responsibilities

  • Create and implement a comprehensive customer success strategy that aligns with Lodgify's business goals and objectives.
  • Define key metrics and KPIs to measure the effectiveness of the customer success function and drive improvements in customer satisfaction, retention, and growth.
  • Build, lead, and mentor a high-performing Customer Success team, including Customer Success Managers, Onboarding Specialists, and Support Agents.
  • Foster a customer-centric culture within the team, ensuring a proactive and solution-oriented approach to customer interactions.
  • Manage remote teams, ensuring they stay motivated and cohesive, maintaining engagement across diverse locations, and utilizing virtual collaboration tools to keep the team aligned and focused on achieving shared objectives.
  • Develop and implement customer retention programs to minimize churn and enhance customer loyalty.
  • Identify opportunities for upselling and cross-selling additional products and services to existing customers.
  • Serve as the voice of the customer within the company, advocating for customer needs and feedback in product development, marketing, and sales strategies.
  • Build strong relationships with key customers and stakeholders, ensuring a high level of engagement and satisfaction.
  • Manage the transition to AI and optimize customer success processes and workflows to enhance efficiency and scalability.
  • Manage customer success software and tools and ensure we have the best-in-class solutions in place.
  • Collaborate closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience from onboarding through ongoing support.
  • Provide insights and feedback to the Product team to drive continuous improvement and innovation based on customer feedback and usage patterns.
  • Utilize data and analytics to gain insights into customer behavior, identify trends, and drive strategic decision-making.
  • Regularly report on customer success metrics to the executive team and provide recommendations for improvement.

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