VP – Customer Success

Your responsibilities will include:

• Lead and Inspire: Build, develop, and lead a high-performing North American CSM team, fostering a culture of customer-centricity, collaboration, and continuous improvement.
• Strategic Alignment: Partner with the SVP CSG and other executive leaders to define and execute the overall customer success strategy for North America, ensuring alignment with company goals and objectives.
• Customer Advocacy: Serve as the executive sponsor for top-tier customers, building and maintaining strong C-level relationships to drive strategic partnerships and maximize customer lifetime value.
• Revenue Growth: Trigger revenue expansion through proactive renewals, upsells, and cross-sells within the existing customer base, collaborating closely with Sales and Account Management teams.
• Operational Excellence: Establish and manage key performance indicators (KPIs) for the CSM team, including adoption, customer satisfaction, retention, expansion, and advocacy metrics.
• Thought Leadership: Serve as a trusted technical advisor to both customers and internal teams, providing expert guidance on Odaseva platform adoption, data governance, and security best practices.
• Customer Onboarding: Oversee and optimize the onboarding process for key customers, ensuring a seamless transition and rapid time-to-value.
• Adoption & Advocacy: Develop and implement programs to accelerate product adoption, increase customer engagement, and drive customer advocacy across the North American customer base.
• Escalation Management: Act as the final point of escalation for critical customer issues, ensuring swift resolution and proactive communication to maintain customer trust and satisfaction.
• Voice of the Customer: Establish a robust feedback loop to capture and analyze customer insights, informing product roadmap, support processes, and overall customer experience improvements.
• Knowledge Sharing: Foster a culture of knowledge sharing and collaboration within the CSM team, providing regular training and development opportunities to enhance technical expertise and customer success skills.
• Cross-Functional Collaboration: Build strong relationships with key stakeholders across the organization, including Product, Engineering, Support, and Marketing, to ensure seamless customer experiences and drive company-wide customer success initiatives.
• Content Creation: Contribute to the development of high-quality content, including knowledge base articles, best practices guides, and thought leadership pieces, to educate and empower customers and internal teams.

You will bring:

• 15+ years of experience in customer success, account management, or a related field, with a proven track record of leading high-performing teams in the Salesforce ecosystem.
• Proven experience scaling a CSM team, where you built solid foundations
• Deep understanding of data governance, security, and compliance challenges faced by enterprise customers.
• Exceptional communication and presentation skills, with the ability to build strong relationships with C-level executives and technical stakeholders.
• Strong ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
• Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
• Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
• Project manager mindset (prioritization, multitasking and organization skills)
• Passion for customer success and a commitment to driving customer value and satisfaction.
• Ability to prioritize and perform effectively in a highly dynamic work environment.
• Full professional proficiency in English.