VP of Customer Success - NYC at Hyperscience
Responsibilities
- Lead, build, and define a world-class Customer Success organization at HyperScience, responsible for all post-sales activity including implementation, support, and retention
- Quickly scale team to keep up with sales progress; attract, retain, and enable exceptional talent
- Structure measurable KPIs around client health, retention, product implementation and adoption
- Partner with product, engineering, sales and marketing to ensure positive customer outcomes
- Partner closely with Product to offer an ever-evolving feedback loop to deliver increasing value to our existing and future customers
- Define the roles of Customer Success, Implementation, and Support to provide an exceptional customer journey
- Implement and oversee the tech stack your team needs to achieve success
- Play an active role on the executive leadership team responsible for guiding the direction of the company
Qualifications
- An experienced, respected leader who can operate and communicate with stakeholders (internally and externally) at every level
- 10+ years experience in a leadership function owning Customer Success or Professional Services in high growth, SaaS or recurring revenue technology companies, experience with on-premise software preferred
- High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
- Passion for solving customer problems, and always in the mindset of improving the customer experience thus creating ‘negative churn’
- Experienced and respected leader who can quickly and thoughtfully build a Customer Success org
- Excellent communication skills, can influence and motivate both customers and internal stakeholders
- Startup experience preferred
Benefits & Perks
- Top notch healthcare for you and your family
- 30 days of paid leave annually to help nurture work-life symbiosis
- A 100% 401(k) match for up to 6% of your annual salary
- Stock Options
- Paid gym membership
- Pre-tax transportation and commuter benefits
- 6 month parental leave (or double salary to pay for your partner's unpaid leave)
- Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
- A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
- Daily catered lunch, snacks, and drinks
- Budget to attend conferences, train, and further your education
- Relocation assistance