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VP of Customer Success Lead

hace 2 meses

Barcelona, Barcelona, España Lodgify A tiempo completo

Overview

Lodgify seeks a seasoned customer success professional to lead our Customer Success department. As Vice President of Customer Success, you will drive strategies that enhance customer engagement, retention, and growth, ensuring our customers derive maximum value from our platform.

Key Responsibilities

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

Requirements

  1. 10+ years of experience in customer success, with at least 5 years in a leadership role within a SaaS company.
  2. Strong understanding of the SaaS business model and customer lifecycle management.
  3. Proven experience in building and leading high-performing teams, with a track record of achieving targets and driving customer success initiatives.
  4. Deep passion for delivering exceptional customer experiences and a strong customer-first mindset.
  5. Proficient in data analysis and utilizing customer success metrics to drive decisions and strategy.
  6. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  7. Ability to think strategically and execute tactically, with a focus on driving results and achieving business objectives.
  8. Comfortable working in a fast-paced, dynamic environment with a strong sense of urgency and ownership.
  9. Comfortable in having technology discussions, as you'll be required to discuss product and technical aspects with stakeholders, including R&D teams.

What We Offer

  • The freedom to work from home any day that works for you.
  • 25 working days of paid vacation and Jornada Intensiva in August.
  • Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist, and we cover pre-existing conditions too).
  • Save on meals: Enjoy a monthly allowance of 150€ and, in addition, a Flexible Remuneration plan with up to 70€.
  • Flexible Remuneration options for your transportation needs.
  • Elevate your workspace: We provide a home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment.
  • Free Spanish classes.
  • Boost your earning potential with our referral program that offers paid compensation.
  • Fuel your day with a daily office breakfast buffet and join our monthly events like football tournaments, wine tastings, hikes, kayaking, and more.
  • Work in a dynamic environment with offices fully equipped for fun with ping pong, foosball, surrounded by an international team of +60 nationalities.

*Benefits offered may differ based on the type of contract that is issued.

Apply Now

All applications and CVs must be submitted in English.