Vice President of Customer Success

hace 2 semanas

Barcelona, Barcelona, España Lodgify A tiempo completo
Lead Customer Success at Lodgify

Lodgify is a fast-growing company leading the vacation rental industry with innovative software. We're looking for a strategic thinker to lead our Customer Success department and drive customer engagement, retention, and growth.

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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