Electric is a Series B startup backed by Bessemer Venture Partners, Bowery Capital, GGV Capital, Primary Venture Partners and led by a team of seasoned entrepreneurs, operators, and technologists. With software forming the foundation of every office, Electric is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses. Through a chat interface, personalized service, and flat-rate pricing we keep our client’s email, computers, Wi-Fi and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

Our company is a  fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

The Role

Electric is looking for a VP of Customer Success to manage its growing Customer Success Management Team.  The role will work very closely with the Director of Customer Success to build out the strategy for the team and ensure its proper execution.  The person will be the voice of the customer within Electric, ensuring that customer needs are properly relayed and incorporated into Electric’s overall strategy.  The ultimate success of this role will be measured based on your ability to hit the company’s quarterly net retention and NPS targets. 

We are looking for an organized, tech-savvy, intellectually curious leader with excellent communication skills and the ability to learn quickly. You will be helping our customers and building industry leading processes for customer happiness and education and relationships.

Responsibilities

• Manage the Electric Customer Success Management team, ensuring all internal and external initiatives align with Electric’s culture and values
• Set the long-term vision for Customer Success at Electric by assessing where we have opportunity to improve, expand, and specialize
• Build out capacity model for the team and ensure we are consistently staffed appropriately
• Ensure team continues to hire and retain top caliber talent
• Manage weekly, monthly and quarterly customer health and retention forecast  and devise action plans required to hit agreed-upon financial goals 
• Leverage data to inform strategy and tweak, working with other executives to drive revenue and retention
• Spearhead the development, communication and implementation of effective growth strategies and processes for all our customers across post-sales lifecycle, partnering with rest of CS management 
• Own NPS process and drive towards continual improvement 
• Own customer health score and ensure it is complete and accurate
• Own the Electric Insider Council strategy and ensure members are wowed by experience
• Proactively identify customer needs and develop / implement repeatable action plans that can be used across the entire customer-base
• Work closely with customers to understand their needs and get them setup for success with Electric’s services
• Partner with product to consolidate feedback and push forward enhancements to address customer feedback
• Develop strong relationships with new and existing key customers, including proactively delivering feedback and best practices
• Identify opportunities and implement strategies to help increase customer success; ensuring key metrics and performance indicators are delivered and constantly exceeded
• Communicate with clients at a senior level to resolve issues and inquiries
• Quickly and appropriately resolve customer escalations
• Develop deep subject matter expertise on core scope of services and IT industry knowledge
• Work cross-functionally with Sales, Finance and Customer Success Teams throughout the customer lifecycle to ensure success

Skills and Qualifications

• 10 years experience mentoring, leading and growing Customer Success teams
• Experience owning a departmental budget with the goal of efficient and strategic resourcing
• Previously managed a high volume, high velocity team in a growth environment
• Well versed in  attracting, hiring, managing and retaining top quality staff and management 
• Demonstrated experience directing and managing within a challenging environment and working inclusively through people to achieve shared objectives 
• Proven ability in consistently meeting or exceeding financial targets
• Prior Salesforce experience required
• Experience building out churn/renewal process 
• Great communicator, exhibiting success at building positive relationships with internal and external business leaders