About Us:

nTopology’s mission is to empower engineers to design transformative products. Our customers use nTop Platform to design some of the most important & innovative products within aerospace, medical device, automotive, & consumer industries that leverage cutting edge advanced manufacturing like 3D printing.

If a fast-paced, collaborative and high-performing environment excites you, we'd love for you to join us. We are looking to add smart ambitious teammates who are passionate about problem-solving and passionate about technology.

As the VP of Customer Success, you will build and lead the customer success team, including Solution Engineering and Technical Account Management. The Customer Success team will help drive the technical portion of an expansion sale as well as ensure nTop customers successfully adopt the product with a positive experience, ultimately driving net growth. 

If you are truly passionate about customer advocacy and have a proven track record, then apply for this opportunity to unequivocally help our customers and furthermore, directly impact nTop’s overall success and growth.

This role reports to CRO.

What You'll Do:

• Set the overall vision and strategic plan for the Customer Success Org that drives product adoption & leads to delightful customer experiences.
• Define and optimize customer lifecycle by creating programs and initiatives to improve engagement. 
• Build and lead a world-class team.
• Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks).
• Expand our revenue in accounts through new user and applications growth.
• Influence lifetime value of accounts through higher product adoption, customer satisfaction and ensuring overall account health.
• Drive new user growth through greater advocacy and referenceability.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• This role is focused on customer success management and is not a technical support-related role.
• Implement an operational system that helps drive a consistent and strategic customer experience at scale.
• Develop and define customer success reporting to the executive and other relevant teams.
• Helping to ensure customer success is an nTop-wide priority.
• Collaborate with product to ensure that the Platform is delivering value and delivering a positive customer experience.

What We Value:

• You have experience building a Customer Success team.
• Deep understanding of subscription business models and account management practices.
• Experience selling a technical product with multiple applications and customer segments.
• You're really organized. No detail is untouched, everything lives in an Asana board, there's clear visibility into your work.
• You are data driven and constantly looking for actionable insights.
• Receptive to change. You are flexible, adaptable, innovative, and open in response to the needs of our customers and user growth initiatives.
• A collaborative thinker. You enjoy an environment that has been structured for collaboration and interdependence, drawing on strong functional areas to build your business.
• A systems thinker. You intuitively understand interdependencies, ask follow-up. questions, and drive to solutions that balance the success of initiatives across revenue, quality and user growth goals.
• Able to pivot quickly and make fast decisions based on changing needs in a fast-paced environment, dynamic with ambitious schedules and plans.
• You know how to scale. You're experienced in creating efficient processes, setting clear expectations, and managing competing priorities.

Who You Are:

• You love to think deeply about challenging problems and use data or research when applicable.
• You are an excellent communicator, both in written and oral.
• You have well-developed leadership and management skills with the ability to excite and lead others.
• You're able to build trust with a sales organization and comfortable working with the executive team.
• You have 8+ years of experience working in sales and customer success, or equivalent.
• You have 3+ years of experience leading a customer success team. Professional services experience is a plus.
• You have experience with GainSight or similar system.
• You perform best in a highly dynamic & fast-paced startup environment.
• Understanding of Enterprise level manufacturing space is a plus.
• B.S. or B.A. required.

Benefits:

Competitive salary

Outstanding PTO and leave policy

Stock options

Healthcare with optional Dental and Vision plans

401k with matching

STD & LTD benefits

Commuter benefits

Weekly Team Lunches

nTopology is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. nTopology is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.