VP of Customer Operations/Success

Contactually

(Washington, District of Columbia)
Full Time
Job Posting Details
About Contactually
Contactually converts your contacts to relationships, all through email. The system identifies when you email a new lead, shows what you already know about him, and asks a few specific questions to learn more: how did you meet, how important is he, what are the next steps. The system then parses your response and automatically pushes all rich data to your CRM.
Summary
We’re looking for a VP of Customer Success and Support to lead these teams. Your #1 goal will be to build the systems and processes -- and effectively manage the team -- to maximize retention of our accounts, and help the company continue to grow rapidly. We have 8 Customer Success Managers and 14 remote support people on our teams today, and they’re passionate about helping our customers.
Responsibilities
* Driving higher product usage with our customers. You’ll analyze customer usage data to identify those levers that are critical to driving greater initial adoption and long-term use of Contactually. Moreover, you’ll work closely with our product and engineering teams to ensure we’re building the right features to meet our customers’ needs. * Driving higher retention (i.e. lower churn). With higher product usage, we believe retention will naturally increase. However, there are additional tactics and processes we can implement and improve to further increase retention. You’ll be responsible for identifying the major drivers of churn, thereafter prioritizing and implementing these changes and experiments. * Ensuring we engage with the right customers at the right time. Our CS and Support teams are the biggest advocates for our customers, and need to be regularly speaking with them. You’ll be responsible for ensuring the right reps are speaking with the right customers at the right time. * Implementing (and constantly improving) the scalable systems and processes to drive usage and retention. We work with over 10,000 customers, from individuals to teams of several thousand. Since many of those customers are small, we need to leverage scalable/low-touch methods to drive greater usage and retention (ex: email marketing, in-app messages, webinars). You’ll be responsible for rolling out new initiatives, while seeking improving what’s already in place. * Building an amazing, high-performance team and culture. We pride ourselves on fostering a great company culture. Leading the CS+S team, you'll be tasked with fostering a high performance group of individuals In order to be successful, it’s critical that each person on the team knows what success looks like in their role, and what their top priorities are. You will be their coach and mentor to ensure they have everything they need to successful, and we’re all rowing in the right direction.
Ideal Candidate
* You have experience managing a customer-facing team in a high-growth SaaS startup. * You’ve been a people manager for 7+ years. Your previous teams love you. * You have excellent analytical skills. You’re very comfortable rolling up your sleeves to dig through Excel sheets and build Salesforce reports to solve problems. * You’re very process-driven and focused on experimentation/iteration. * You love making customers more successful. * You love four-legged furry friends. We generally have several dogs running around the office!

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