Suzy is a human intelligence platform that helps organizations make better, more informed decisions…faster. Powered by an on-demand network of more than a million consumers, Suzy lets you target and retarget any consumer segment to ask questions and get insights in minutes. Some of the biggest brands in the world use Suzy to validate important decisions, better understand their customers, increase conversions and growth. Learn more at www.suzy.com.

We're looking for a talented leader to manage our growing post-sales Client Success team. As the VP, Client Success, you will focus on driving strong customer adoption of the Suzy platform, and positive business outcomes for Suzy clients. As the ideal candidate, you have significant experience managing and mentoring Client Success teams at high-growth startups, working across a wide range of customer types and industries. This role is based in New York City.

Responsibilities:

• Lead an organization of Client Success Managers who are responsible for widespread adoption of Suzy technology across our client base, and ultimately for achieving or surpassing Suzy’s dollar renewal rate targets.
• Define and mentor an organizational structure for scale that is cost efficient, yet does not sacrifice our high standard of excellence when providing support to clients
• Hire and nurture new talent into our Client Success organization that is equipped to meet the demands of our rapidly evolving business and customer base
• Develop KPIs, manage performance, and establish career path opportunities for the Client Success team
• Shape our service offerings, and response level commitments, commensurate to the level of effort required to properly service customers and improve renewal rates
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes
• Prioritize and funnel customer feedback to the Product team to optimize the user experience with Suzy

Suggest Qualifications:

• Bachelor’s Degree or equivalent
• 10+ years experience successfully leading a distributed Customer Success team, ideally in a B2B SaaS environment
• Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
• Ability to hire and mentor team members, including more technical and more strategic resources
• Excellent interpersonal skills and empathy for clients
• Significant experience building customer relationships at senior level and handling escalations
• Ability to thrive in a cross-functional environment while juggling multiple responsibilities
• Talent for synthesizing complex ideas and communicating them in a way others can easily understand
• High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others
• An understanding of enterprise technology
• Domain knowledge of Mobile, Web, Marketing Automation and Marketing Analytics are a plus

About Suzy

At Suzy (formerly Crowdtap), every team member spends every day moving the business forward together, from engineering to business development. We love what we do, and we like each other a lot. Every Suzy team member has a great attitude, a love for solving problems, collaborating, and lots of fun. We are humble, positive, hilarious and have a genuine love for fixing problems! Not to mention our perks (unlimited PTO, snacks, dog-friendly office, insane parties). We are incredibly proud of our award-winning culture.

NBA star Kevin Durant backs marketing tech startup Suzy

A former ad agency CEO has built what he calls the Siri for marketers

Crain’s NY Best Places to Work 2013, 2014 and 2015

Benefits

High-growth work environment

Friendly, fun, and collaborative team-based work environment

Fully stocked fridge, snacks and cold brew

Fun, creative, open work space

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work.