Vice President of Customer Success at Stack Overflow

| Greater NYC Area
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Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, and build their careers. More than 50 million professional and aspiring programmers visit Stack Overflow each month to help solve coding problems, develop new skills, and find job opportunities.

We partner with businesses to help them understand, hire, engage, and enable the world's developers. Our products and services are focused on developer marketing, technical recruiting, market research, and enterprise knowledge sharing. Our clientele includes Google, Microsoft, Bloomberg, and many other Fortune 500 names.

Join the company behind the biggest developer community in the world as our Vice President of Customer Success. We are looking for a senior leader to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). This position reports to the CEO and is a key member of the Senior Leadership Team.

What you’ll do:

  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Life-cycle
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in industry
  • Lead Customer Success Activities
    • New customer onboarding, training Customer Support
    • Customer Success Management
    • Renewals
    • Cross-sell / Up-sell
    • Advocacy
  • Key metrics and objectives
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop

What you’ll need to have:

  • 12+ years experience in the B2B technology industry, with at least 6+ years experience in a leadership role
  • A deep understanding of Stack Overflow and our product lines
  • Experience running Customer Success and Client Services programs for SAAS businesses with total revenues exceeding $100MM
  • Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction and drive the bottom line in a fast growing, dynamic and global company
  • Strong leadership with experience building a high-performance culture that retains top talent and develops future leaders for our growing team
  • Passion for solving customer problems and constantly identifying areas for improvement and opportunities to grow

What you’ll get in return:

  • Competitive base salary
  • 20 days paid vacation
  • Flexible hours
  • Stock options
  • Completely free health insurance (no copay, no premiums)
  • Great office w/ espresso bar, games, and free daily lunches
  • Gym membership reimbursement
  • Transportation reimbursement

Employment is conditioned upon successful completion of a background check and upon having the appropriate legal right to work.

Diverse teams build better products.Legally, we need you to know this:

Stack Exchange, Inc. does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

But we want to add this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.

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Location

Conveniently located in lower Manhattan, just blocks from the water with unbelievable 360º views of the city, East River, and the Brooklyn Bridge.
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