VP of Customer Success

We are seeking an experienced and dynamic VP of Customer Success to lead and optimize both our customer onboarding processes and customer success initiatives. The ideal candidate will drive efforts to reduce time to initial value for new customers, increase lifetime value, and ensure proactive and reactive motions to drive adoption, retention, and renewals. This role will collaborate cross-functionally with Sales, Product, Customer Journey Team, Training, and other key departments to create a seamless customer experience. 

• This position will be hybrid 

• Reports to Chief Revenue Officer 

What You Will Own

Onboarding and Implementation:

• Develop and implement strategic initiatives to streamline and enhance the customer onboarding process, focusing on reducing time to value and ensuring a successful handoff from Sales to Onboarding to Customer Success.
• Identify and remove bottlenecks to accelerate the time to initial value for new customers across multiple segments and product bundles.
• Work closely with Sales, Customer Success, and Product teams to ensure a cohesive and efficient onboarding experience.
• Leverage data and analytics to monitor onboarding performance and adjust strategies for continuous improvement.

Customer Success Management:

• Own the proactive and reactive customer success motions to drive customer engagement, product adoption, retention, and renewals.
• Develop and manage a comprehensive customer success strategy that ensures long-term customer satisfaction and growth.
• Collaborate with Customer Success, Sales, and Product teams to develop and execute success plans for top customers, addressing customer pain points and maximizing value realization.
• Utilize data-driven insights to identify opportunities for upsell, cross-sell, and early interventions to mitigate churn risks.

Cross-Departmental Collaboration:

• Partner with the Revenue Operations team to align onboarding and customer success strategies with broader revenue goals and objectives, ensuring that initiatives contribute to the company’s growth targets.
• Coordinate with Support, Product and Engineering and Partner teams to align customer feedback and feature requests with product development and integrations.

KPIs and Continuous Improvement:

• Establish and monitor key performance indicators across onboarding and customer success functions, focusing on metrics like bookings to billings, time to initial value, adoption rates, gross and net retention rates, churn and customer NPS.
• Transform the end-to-end customer experience, informed by data and customer feedback, to ensure high customer retention and satisfaction.

Team Leadership and Development:

• Manage and mentor a team of onboarding specialists and customer success managers, providing guidance and support to meet and exceed personal, department and customer goals.
• Foster a customer-first culture within the team, promoting high levels of engagement and satisfaction.
• You will focus on scaling the team efficiently by leveraging local and global talent resources to drive operational excellence and maximize coverage across customer needs.

Reporting:

• Report directly to the CRO and serve as a key member of Weave’s senior leadership team, delivering regular updates on progress, challenges, and opportunities across onboarding and customer success to ensure alignment with and exceed annual operating plan objectives.

What You Will Need to Accomplish the Job

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA preferred.
• Minimum of 10 years leading and scaling large onboarding and customer success teams for $200M+ SaaS companies, with a strong focus on SMB and mid-market segments; experience in payments or health tech is preferred.
• Proven track record of developing and implementing successful onboarding and customer success strategies that reduce time to value, increase customer retention, and maximize customer LTV.
• Experience in scaling teams efficiently, including leveraging global talent to optimize operational performance preferred.
• Experience with CRM and Customer Success/Project Management platforms (i.e., Salesforce, Vitally, Gainsight, etc.).
• Strong understanding of customer lifecycle management, including key metrics like NPS, retention, expansion, and time to value.

What Will Make Us Love You 

• Strong leadership and team management skills, with experience leading and developing high-performing teams.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and with senior leadership.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.