Vice President of Customer Experience

hace 1 día


Barcelona, Barcelona, España Lodgify A tiempo completo

Role Overview

Lodgify, a leading provider of vacation rental software, seeks an experienced Vice President of Customer Experience to lead our Customer Success department. As a key member of the management team, you will be responsible for developing and executing strategies that drive customer engagement, retention, and growth.

The ideal candidate will have 10+ years of experience in customer success, with at least 5 years in a leadership role within a SaaS company. They will possess a strong understanding of the SaaS business model and customer lifecycle management, as well as proven experience in building and leading high-performing teams.

Key Responsibilities:

  • Create and implement a comprehensive customer success strategy aligned 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.
  • 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.

Benefits

  • $120,000 - $150,000 per year, depending on experience.
  • 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).
  • Flexible Remuneration options for your transportation needs.
  • 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.


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