Vice President - Customer Success & Account Management - SaaS

The role is for a VP of Customer Success & Account Management at a remote SaaS company, focusing on onboarding, support, retention, and product feedback.

Location: Remote

Responsibilities

• Oversee onboarding of new customers and training of platform end-users.
• Manage customer needs and coordinate with contractors and outsourced resources.
• Maintain and update the knowledge base.
• Become a subject matter expert on the company's technology and articulate its value.
• Develop and implement customer retention strategies.
• Provide exceptional customer support within SLA guidelines.
• Manage customer health metrics, run NPS, and gather feedback.
• Communicate with customers about needs and adoption trends.
• Represent customer voice in product, marketing, and sales processes.
• Collaborate with engineering and product teams to troubleshoot issues.
• Gather feature requests and advocate for them.
• Work closely with sales to drive opportunities.

Requirements

• 9+ years of experience in a similar role, with 3+ years in a SaaS company.
• High attention to detail and accuracy.
• Empathetic with a desire to help customers.
• Good taste and ability to assess content quality.
• Driven, self-motivated, enthusiastic, results-driven.
• Excellent communication and interpersonal skills.
• Ability to operate effectively with uncertainty and change.