The Vice President, Customer Success (VP CS) is a senior-level leader responsible for driving customer success and satisfaction across the company. The VP CS will lead the development and execution of strategies to ensure that the company’s products and services meet the needs of its customers and exceed their expectations. The VP CS will work closely with the Chief Customer Officer (CCO), the CCO leadership team, and cross-functional leaders/teams to drive customer-centric initiatives and ensure that the company’s customer-facing teams are aligned with the company’s overall goals and objectives.

Key Responsibilities:

• Develop and implement strategies to improve customer satisfaction and retention
• Understand and optimize the customer journey to increase customer engagement and platform adoption
• Liaise with product to provide customer feedback and influence customer-centric product offerings
• Develop and implement metrics to measure and track customer satisfaction and loyalty
• Stay up-to-date with industry trends and best practices to ensure that the company’s  services are competitive
• Monitor and analyze customer data to identify trends and opportunities for improvement
• Act as a senior leader point of contact for customers and represent the company in customer-facing activities where applicable
• Collaborate with cross-functional teams to ensure that customer feedback is incorporated into the company’s products and services
• Work with the CCO, CCO leadership, and cross-functional leaders to ensure that customer considerations are integrated into the company’s overall strategy and goals
• Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities, etc.
• Monitor team performance against department standards, and ensure that these standards are consistently met or exceeded
• Act as escalation point for issues and provide leadership and guidance to team
• Provide necessary work direction and manage projects effectively through planning, organization and project management

Qualifications:

• Bachelor’s degree in business, marketing, or a related field or equivalent experience
• 10+ years of experience in customer-facing roles, with at least 5 years in a senior-level position managing people managers.
• Strong leadership skills and the ability to lead cross-functional teams
• Excellent communication (written/verbal/presentation)  and interpersonal skills
• Strong analytical and problem-solving skills
• Proven track record of driving customer success and satisfaction
• Experience in using data and analytics to drive business decisions
• Strong understanding of customer journey, renewal and upsell strategies.
• A strong customer advocate with the ability and willingness to engage directly with customers.
• Able to build relationships, earn trust, and drive mutually beneficial outcomes
• Experience in building, scaling and retaining teams through excellent people management and developing relationships, including experience with staff resource modeling, conflict resolution, and guiding teams through change management while leading with empathy and poise
• Experience in B2B Software as a Service industry is a plus
• Ability to travel 25% 
• Ability to work hybrid in our NYC office 3x a week

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Compensation: Conductor maintains competitive, performance-based compensation programs. 

The base salary range for this role is currently $170,000 - $225,000  

Actual base salary offered may vary within this range based on  education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of performance targets.

Benefits:Conductor offers the following attractive benefits and perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days,  short-term disability, long-term disability, generous paid parental leave, Employee assistance program, flexible savings accounts, paid holidays, life and accidental death insurance, and a host of perks (YOLO Months, fully stacked kitchens, etc.).

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.

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