About Aspire
Aspire is the influencer marketing platform empowering ecommerce brands to build and cultivate influential communities of influencers, ambassadors, affiliates, customers, and more. Brands using Aspire can discover authentic partners, streamline relationships, scale their programs, and measure true business impact — regardless of where they are in their influencer marketing journey.
Aspire is trusted by Glossier, Dyson, Newell, Outer, Brooklinen, and over 700 additional customers. Investors include Hummer Winblad Venture Partners,Pear.vc, and more. For more information,visit www.aspire.io.
We’re growing across the board - and we’re looking for a VP of Customer Success to join our distributed remote team! With a strong focus on growth and personal development, Aspire is the perfect place to develop your skills in a fast-paced, forward-thinking environment.
The Role
The VP of Customer Success is responsible for building and leading our Customer Success & Account Management teams. In this role, you will be tasked with bringing Aspire’s strategic vision and innovative approach to lead critical customer-facing teams and will play a key role in driving customer goals, product utilization, and business transformation by ensuring engagement, success, retention, and growth of our customer base. The right candidate has an action mindset and thrives in a bold, fast-moving, transparent, values-driven leadership team and company while enabling both customer and company success.
Measures Of Success
Result #1: Meeting key business targets (i.e. Net Revenue Retention, Gross Retention, Churn, and Expansion)
Result #2: Customer usage and value
Result #3: Delivering customer success programs for both high touch and At-Scale programs that support key performance metrics
What you’ll be working on:
Driving Customer Success Outcomes
- Define the overall strategy and objectives for the Customer Success team, focused on driving adoption, seamless customer onboarding, and positive customer experiences across all customer segments (from SMBs through to Enterprise)
- Design and implement strategies that drive customer satisfaction, retention, and revenue (increase renewal rates and reduce churn)
- Develop, offer, and manage both high touch and at scale programs to meet different customer segment needs
- Influence and expand future life time value of customers through higher product adoption, customer satisfaction, and increased usage and value
- Standardize interventions and playbooks for each point in journey
- Work cross functionally with GTM, Product, and Marketing to drive impact and enhance customer experience
Measuring Effectiveness of CS Efforts
- Define and manage operational KPIs for the team
- Improve tracking and reporting of metrics related to business performance, customer health, product usage, and retention
- Drive effeciency through the use of technology, including leveraging our CRM (Salesforce), CSM platform (Planhat), customer marketing tools, and in-product-guides.
- Create an effective cadence for review within exec and GTM teams
Building and Leading a World-class CS Team
- Recruit experienced leaders for each functional role
- Attract and retain high performing individual contributors
- Develop a rapid onboarding process for new team members
- Develop a rigorous training and development program, to feed the next generation of leaders within the org
Becoming the champion of our customers
- Promote a customer-centric mindset company-wide and act as a champion for the customer in every interaction
- Collaborate with product to ensure customer needs are prioritized on the product roadmap
- Partner with Sales and Marketing to cross-sell and up-sell, and improve our sales processes to focus on selling with a retention focus
- Align with Finance and BizOps around measurement and forecasting
- Build a highly reliable retention forecasting process that allows for better company-wide strategy planning
What we’re looking for:
- 10+ years in Customer Success leadership, within technology (and ideally B2B SaaS)
- 8+ years leading a customer success team that delivers both high touch and “at-scale” programs
- 5+ years experience managing managers, directors, and other senior leaders
- Proven leadership ability in complex strategic projects with multiple stakeholders
- Proven ability to meet and exceed service standards and KPIs
- Demonstrated ability to manage multiple projects independently and successfully
- Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
- Demonstrated success managing a fast-paced team, including the recruitment, onboarding, and development of high performers
- Executive level communication and presentation skills, executive presence
Bonus Points
- Previous experience selling to marketers / MarTech experience
- Passion for the creator economy (influencer, ambassador, affiliate, word of mouth marketing)
- Prior experience working in a fast-paced, startup environment
Benefits and Perks
- Global Perks & Benefits
- $100/month Wellness & Internet
- Personalized growth plans
- $2500 annual education credits
- Unlimited PTO (flexible vacation policy)
- US Only401k PlanHealth, vision, dental Insurance
Our compensation philosophy: we use a market-based approach to compensation. This means we use a series of compensation tools to help us understand how companies value this role in the U.S. market based on function, level, geographic location, and positions benchmarked against similar-stage growth companies. To comply with local legislation and provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location and candidate experience and expertise, and may vary from the amounts listed above. We have competitive pay bands for all other countries based on market standards.
The base salary for this role is between USD 190 - 250k annually.
Aspire is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating a welcoming and inclusive environment for all. Please apply to this role if you feel you are a good fit, regardless of your race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other perceived limiting factor. We welcome applicants from all walks of life.