Vice President, Customer Success

| Greater NYC Area
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About SevenRooms

SevenRooms is a guest experience platform that helps hospitality operators connect data across the guest journey. We enable operators to automatically drive revenue & profitability by leveraging data to build direct relationships, deliver exceptional experiences, and increase repeat business. Founded in 2011, SevenRooms is venture-backed by Amazon, Comcast Ventures and Providence Strategic Growth. We were included on Inc.‘s annual Best Workplaces & Forbes’ Best Startup Employers lists in 2020.


What You’ll Do
  • Develop, implement, and execute a clear strategy for delivering world-class Customer Success, Support, and Services in order to increase SevenRooms’ capability to successfully deliver value across all of our markets globally during this period of fundamental growth
  • Evaluate and leverage the existing Success and Services strategy, team infrastructures, and operational metrics, and implement necessary adjustments needed to increase renewal rates, drive expansion with current clients, and increase customer satisfaction
  • Support SevenRooms’ growth by understanding value drivers for SMB/Mid-Market & Enterprise organizations. Build a scalable and predictable Customer Success playbook with high operational rigor that addresses the specific needs of SevenRooms’ diversified customer base
  • Build and retain a world-class team of Customer Success professionals, including mid-level managers and directors. Inspire, encourage, enable, and develop high performers, while building a culture of predictability, accountability, and consistency
  • Expand SevenRooms’ ability to deliver value to our customers by developing and implementing new, innovative and forward thinking services offerings
  • Create and nurture a feedback loop with Product, Engineering, Sales and Marketing. Work with cross-functional business partners to ensure satisfaction, adoption and expanded use of solutions across all levels of customer size and complexity
  • The VP of CS is joining a team where culture is paramount to the success of the organization. SevenRooms is looking for an accomplished leader who has demonstrated the ability to lead by serving others, who is a perpetual learner, and who has the ability to continually motivate the team and uplevel the CS organization
Who You Are
  • Experience leading an international Customer Success, Support and Services organization at a high growth B2B SaaS company
  • Expertise in supporting customer operations by effectively setting KPIs, monitoring customer health, and designing processes and leveraging systems for high adoption
  • Proven ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics
  • A deep understanding of customer use cases and product capabilities. Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
  • Strong understanding of the complexity and nuances of different market segments (SMB, Mid-Market, and Enterprise) and the ability to develop a customer journey lifecycle that is strategically tailored to the needs of each segment
  • Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, on-line training tools, etc.
  • Extensive experience with building high performance, global success teams. Skilled in designing processes and strategies to recruit, retain, mentor, train and lead a world-class team
  • A strong leader, manager, and executor
  • Practical, operational and results-oriented
  • Highly strategic and forward-thinking
  • A culture builder and carrier
  • High emotional intelligence and self-awareness, which encourages positive energy and passion throughout the organization
  • A trusted resource whose teams are focused on delivering solutions that create successful business outcomes for their clients.
What We Offer
  • Competitive salaries and flexible work life balance
  • Equity share in a growing business
  • Unlimited Vacation.  We trust you to take the time you need to be your most productive self.
  • A full slate of benefits coverage including: medical, dental, vision, and pre-tax commuter benefits, gym reimbursements, and unique memberships through One Medical and Perkspot
  • 401k plan

We are proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.

View our Prospective Employee Privacy Notice by visiting https://bit.ly/3iUUpYK

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SwiftLanguages
    • Objective-CLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • MySQLDatabases
    • MixpanelAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoCRM
    • MailChimpEmail
    • IntercomEmail
    • MarketoEmail
    • MarketoLead Gen

Location

Located in the heart of Chelsea, SevenRooms is surrounded by awesome lunch and after-work spots! We are close to the F/M, 1/2/3, N/Q/R and PATH trains

An Insider's view of SEVENROOMS

What are some social events your company does?

SevenRooms employees get to enjoy activities that are equal parts team building & fun! As a company that takes a culture-first approach, we enjoy group fitness classes, cooking classes, an industry speaker series, happy hours, meditation workshops, dinners at restaurant clients, wine tastings and more. We're always crowdsourcing new event ideas!

Bianca Esmond

Director, Brand Marketing

What does your typical day look like?

My typical day starts with phone calls with candidates who are interested in careers at SevenRooms. We connect about our open roles, what they're looking for in their next career move, and any questions they may have. Once my calls wrap up, my afternoons are typically filled with planning internal programs -- like our popular lunch & learns!

Natalie Magioncalda

Senior Manager, Talent Experience

How does the company support your career growth?

We believe in investing heavily in our people, from weekly learning sessions on industry and product-specific topics, to keeping the sales team on their toes with pitch tests and in-person trainings. Additionally, we shadow our clients’ host stands and offices on a frequent basis, which allows all team members to see SevenRooms in action!

Alexa Parisella

Director of Strategic Accounts

What projects are you most excited about?

At SevenRooms, it’s been exciting to see the conversation shift from a data-driven system being a ‘nice to have’ to a ‘must have.’ I joined because I believe in the vision of what we’re building -- and know we’re changing the way the industry operates, one restaurant at a time.

Austen Asadorian

VP of Sales

What are SEVENROOMS Perks + Benefits

SEVENROOMS Benefits Overview

Why SevenRooms?

Competitive Salary - In addition to competitive cash compensation, all employees are eligible for equity and have a stake in our growing business.

Health & Wellness - We provide quality medical, dental and vision insurance combined with company-wide virtual events like meditation and yoga.

Professional Development - SevenRooms offers lunch & learns, guest speaker series and stipends to help advance your professional skills.

Unlimited Vacation - Refresh your mind and body with a vacation policy that puts you in charge of when and how you take time off.

Plenty of Food & Cocktails - It's no secret we love F&B. When we're in the office, we provide weekly catered meals, unlimited snacks, happy hours and cooking classes.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
We have multiple plans offered through our Sequoia, all available through Empire Blue Cross Blue Shield.
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
SevenRooms offers 10 weeks paid parental leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Refresh your mind and body with a vacation policy that puts you in charge of when and how you take time off.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
With an unlimited vacation policy, SevenRooms employees can take off the days they need to reset.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
SevenRooms has monthly company outings (from cooking classes to baseball games), as well as frequent happy hours and events.
Game Room
Stocked Kitchen
SevenRooms offers a fully stocked kitchen including delicious snacks, cold brew and green tea on tap, and unlimited sparkling water options.
Some Meals Provided
SevenRooms provides a catered lunch 2-3x a month during company meetings and lunch & learns.
Happy Hours
Pet Friendly
Recreational Clubs
Yearly company-sponsored softball league.
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
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