VP, Customer Success

Full Time | Los Angeles, CA or US-Remote

Salary Range: $175,000 - $300,000

Grow the platform that powers search for digital experiences for teams across the globe.

About SearchStax

SearchStax is on a mission to make powerful search easy for enterprises across the globe. The market is growing fast; with our current product and upcoming roadmap, 500+ brand-name customers, and our A+ team, we have the confidence to create something highly valuable for years to come.

About the Role

SearchStax is seeking a VP of Customer Success responsible for orchestrating a customer experience that creates raving fans of SearchStax. The VP of Customer Success will lead strategically, working with strategic customers and across the company to cultivate deep customer empathy and ensure we deliver our brand promise. This leader will develop and lead a passionate, proactive, and talented Customer Success Organization, that listens to, cares for and serve our customers. This leader must set the vision for SearchStax’s Customer Success organization and must empower the team to deliver amazing customer experiences. This position will partner cross-functionally to drive customer success, retention, and operational excellence.

You will work closely with the founder and the leadership team and will play a key role in planning and executing the customer success strategy for SearchStax’s product-led growth motion. The VP of Customer Success will be a member of the executive team and will report directly to the Founder & CEO. This is a unique opportunity to take the existing customer success organization to the next level of maturity. This is a significant role as SearchStax extends its product portfolio and evolves accordingly. You will start with a customer base numbering in the 600s and together we can take it to tens of thousands.

The primary responsibilities for this role include (but are not limited to):

• Drive Customer Success Outcomes with a focus on NRR Growth
  • Increase renewal rates and reduce churn.
  • Expand our revenue in accounts through cross-sell and up-sell.
  • Drive new business growth through greater advocacy and reference-ability.
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in the journey.
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement.
  • Learn from best practices in the industry.
• Lead World-class Customer Success Team
  • Attract high-potential individual contributors to the team.
  • Create a rapid onboarding process for new team members.
  • Foster collaboration within the team and across the customer lifecycle
  • Encourage continuous learning within the team.
• Measure Effectiveness of Customer Success
  • Define operational metrics for the team.
  • Establish a system for tracking metrics.
  • Create cadence for review within the team.
  • Expose a subset of metrics to the executive team, company, and board
• Enhance Effectiveness and Efficiency Through Technology
  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform
• Inspire Customer Success Across Company
  • Create a company-wide culture of Customer Success
  • Align with Technical teams around onboarding and support for customers.
  • Align with Marketing around marketing to existing clients.
  • Align with Product around driving product roadmap.
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.
  • Align with Finance around measurement and forecasting.
  • Align with Executive Team around key metrics and objectives.
  • Drive company-wide definition of an ideal customer
  • Create a company-wide customer feedback loop.

What we are looking for:

• A demonstrated success in launching and scaling a high-performance Customer Success team in a high-growth SaaS company with a strong strategic vision and passion for a world-class customer experience.
• Proven technical SaaS expertise to communicate with, understand and support many customer personas: Marketers, Solution Architects, IT executives, Finance Executives, CEOs, and small business owners.
• History of being a data-driven decision-maker with exceptional business acumen and excellent communication and presentation skills.
• Experience working with a variety of different customer segments, including Small Businesses, Mid-Market, and Large Enterprises
• Ability to enroll and drive customer-focused initiatives cross-functionally
• Proven ability to put in place strategy, process, and tools to ensure scalability and consistency
• Customer-focused mindset and passion for customer success
• Strong attention to detail and superior organizational skills
• Demonstrated ability to learn quickly
• Exceptional critical thinking, decision-making, and problem-solving skills
• Confidence leading and facilitating change management
• Ability to thrive in a fast-paced, ever-changing environment