VP of Customer Success - NYC
| Greater NYC Area
Company Description
At HyperScience we develop and deliver intelligent solutions to automate manual document processing for global financial services, insurance, healthcare, and government organizations. Founded in 2014, our solution extracts handwritten, cursive and printed typed text at better-than-human levels of accuracy and automation that get better over time. By streamlining operations and reducing the costs associated with data entry, we enable some of the world’s largest companies to improve customer service and drive new business opportunities.
With more than $50 million raised to date, we’re growing quickly and looking for individuals to join our team and make a difference in our organization and for our customers.
Job Description
The Customer Success team at HyperScience acts as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Team members are responsible for implementing our software, preserving our current business, opening doors for additional opportunities, and growing our customers into life-long HyperScience advocates. The team is split in three verticals: Implementation, Customer Success Management, and Support. The VP of Customer Success defines and leads the team that owns customer relationships.
We are growing at an extremely fast rate. The leader of the CS team at HyperScience will need to work with the entire leadership team to build highly repeatable processes that will allow us to scale. Our customers are the largest of large enterprises and government organizations in the US and our contract values are equally large. As a result we need a VP who can deploy software in hard settings and communicate the value of that (expensive) software throughout a customer. The leader must be able to work with the entire organization and our board (including our investor base) to drive us through the next few years of aggressive growth plans.
This is a full-time position located in downtown New York City reporting to the Chief Operations Officer.
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
We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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