Full-Time

VP of Customer Success

Posted on 1/20/2025

Insider

Insider

1,001-5,000 employees

Growth management platform for digital marketers

Enterprise Software
AI & Machine Learning

Expert

London, UK

Onsite position in London, United Kingdom.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Requirements
  • True love for customers
  • 10+ years of experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
  • Experience building and managing mid to large scale Customer Success and or Professional Services teams in a fast-paced, dynamic environment
  • Ability to move quickly and iterate
  • A strong strategic vision for the customer experience, professional services, and customer support
  • A strong customer advocate with the ability and willingness to engage directly with customers
  • Ability to communicate well with individuals, teams, partners and at industry level events
  • The skills to be a data-driven decision-maker, with a willingness to experiment and iterate
  • Strong empathy for customers AND passion for revenue and growth
  • An enthusiastic and creative leader with the ability to inspire others
  • Effective and productive collaborator to drive cross-functional initiatives
  • Empathy, humility and listening skills
Responsibilities
  • Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Large Enterprise, Mid-market, and SMB
  • Build a global professional services organization to support customers from onboarding and renewal through to long-term multi-stage digital transformation projects.
  • Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud migration and digital transformation projects.
  • Influence future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall scores. This includes the definition and optimization of the customer lifecycle.
  • Accountable that Insider has and drives a proper Customer Success Management platform in order to serve all Customers, outlined above as well as including our ‘High Touch’ customer base.

Insider has developed a Growth Management Platform (GMP) tailored for digital marketers, enabling businesses to manage and optimize their growth throughout the sales funnel. The platform utilizes artificial intelligence to create personalized customer experiences, which enhances engagement and boosts sales. Insider serves a wide range of clients, including notable Fortune 500 companies like UNIQLO and Singapore Airlines, and operates globally in major cities such as London, Paris, and Tokyo. The company follows a software as a service (SaaS) model, offering its platform on a subscription basis, which provides a consistent revenue stream and allows for scalability. Insider differentiates itself from competitors through its focus on AI-driven personalization and its extensive client base. The company's goal is to continuously improve its platform and maintain high customer satisfaction to ensure client retention and attract new businesses.

Company Stage

Series E

Total Funding

$751M

Headquarters

Istanbul, Türkiye

Founded

2012

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Insider raised $500M in 2024 to boost AI strategy and global expansion.
  • The company is expanding in Latin America, creating 160 jobs by 2027.
  • Insider's platform is used by Fortune 500 companies, enhancing its market credibility.

What critics are saying

  • Rapid expansion may strain resources and affect service quality.
  • Integration challenges from mergers and acquisitions could impact performance.
  • Reliance on AI exposes Insider to data privacy regulation risks.

What makes Insider unique

  • Insider offers a unified Growth Management Platform for digital marketers.
  • The platform uses AI to deliver personalized customer experiences across multiple channels.
  • Insider's SaaS model ensures scalability and steady revenue through subscription fees.

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Benefits

Professional Development Budget