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Vice President of Customer Success

hace 1 mes

Barcelona, Barcelona, España Lodgify A tiempo completo
Customer Success Leader

Lodgify is a fast-growing company leading the vacation rental industry with innovative software. We're an international team of over 350 people and 60 nationalities, founded in Barcelona.

As Vice President of Customer Success, you'll lead and scale our Customer Success department, developing strategies to drive customer engagement, retention, and growth. You'll ensure our customers derive maximum value from our platform.

This role requires a strategic thinker with a strong operational background and a passion for building high-performing teams.

Key Responsibilities
  • Create and implement a comprehensive customer success strategy aligned with Lodgify's business goals.
  • Define key metrics and KPIs to measure customer success function effectiveness 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.