VP of Customer Success - Remote - United States

| Greater NYC Area
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About Knotch

As the global leader in Content Intelligence, Knotch’s mission is to empower brands to unlock the true value of their content by using data-driven strategies. With the Knotch Content Intelligence Platform, companies conduct competitive research and measure the performance of their content in real-time. Through our unique ability to provide a 360-degree view of all your content, including paid and owned, Knotch allows companies to connect content to business outcomes to enhance brand, increase ROI and build audiences.


We’re proud of our team

We’ve been building our products since 2013, and our team has grown in size and in spirit. We’ve been humbly recognized in the top 12% of fastest growing companies in America by Inc! Since the Covid-19 pandemic we’ve become remote-first, and we plan to stay that way. We know that a flexible environment leads to a happy team as we’ve again been named a Best Place to Work four years running by Built In NYC and a NYC company with Best Perks + Benefits in 2021! If you’d like to speak with our recruiting team about the future of Knotch, feel free to connect with us on LinkedIn and learn about us further on our careers site.


The VP of Customer Success

At Knotch, we put our customers and prospects at the center of all we do. We’re relentless at seeking transparency in data, and in effect, we’re empowering our customers to share compelling content with their audiences.


As the VP of Customer Success, your strategic and empathetic Customer Success leadership will help Knotch retain our customers, empower our CS team, and guide the growth of this new Content Intelligence market category we are poised to lead.


Our customer base is steadily growing, and we choose to support every new and existing customer by connecting their content efforts to business outcomes. You’ll take the lead on those efforts. Some key verticals you’ll focus on will be onboarding, product adoption, customer advocacy, data analytics & reporting, customer support, and customer renewals.


Our Customer Success team is a lean organization of intelligent and driven individuals, dedicated to helping our customers make the best use of our platform and ultimately derive outcomes from the intelligence they gather from using our CIP. 


You'll know this role is right for you if you’d describe yourself as an energetic leader with a knack for operational proficiency, a customer-facing aficionado, a data analysis & reporting nerd, and an empathetic and experienced people manager. You will report directly to our EVP of Revenue and be empowered with a seat at the Revenue Leadership table.

Drive Customer Success Outcomes For Knotch

  • Minimize churn by driving product adoption and increasing customer satisfaction, leading to impeccable customer health scores
  • Motivate customer advocacy through references to prospects
  • Act as an executive sponsor for high-profile customers
  • Build and foster relationships with all customers, as well as publisher and agency partners
  • Foster a company-wide culture of Customer Success

Define and Optimize The Customer Lifecycle

  • Alongside your CS Managers: onboard, train, and manage Customer Success functions for our clients including renewals, cross/up-sells, and customer advocacy programs
  • Identify insights in our client’s feedback to company's products based on client feedback, and provide strategic recommendations to drive product innovation and roadmap
  • Standardize success plays at each point in our client journey, especially for common risk factors 
  • Define segmentation of our customer base and build scalable support strategies
  • Optimize how Knotch delivers value-added reporting and analysis to our customers
  • Facilitate successful implementations and integrations with our client and publisher partners

Measure Effectiveness of Customer Success

  • Define your team’s operational metrics for Leadership & BOD
  • Establish important metrics and a system for reporting to Revenue Leadership
  • Create a cadence for client health reviews and track success

Manage, Lead, & Develop Your Team

  • Foster an environment of collaboration both internally and externally
  • Source new high-potential contributors to join your team
  • Create rapid onboarding process for new team members
  • Encourage and support continuous learning within your team through mentorship and programming
  • Reward great work from your team members and uplift them 
  • Coach and up-skill junior team members

You should bring to the table

  • At least five years of leadership experience in customer-facing organizations
  • The ability to manage and influence through persuasion, negotiation, and consensus building
  • A keen sense of customer empathy and responsibility for growing company revenue
  • A deep understanding of recurring revenue business models
  • Experience analyzing data and translating customer insights into storied outcomes
  • A curious, analytical, and process-oriented mindset with a demonstrated desire for continuous learning and development
  • Enthusiastic and creative leader with the ability to inspire and mentor direct reports
  • Excellent interpersonal communication and presentation skills

We appreciate but don’t require

  • Knowledge of how content marketing is created, distributed and monitored
  • Success rolling out Gainsight, Catalyst, Totango, or other CS platforms
  • Experience working in or relating to the MarTech industry
  • Specific experience in professional services delivery
  • Diverse experience working with multiple customer segments: Enterprise, Mid-Market, SMB, etc.



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Knotch is an equal opportunity employer. We strive to provide equal opportunities in all of our processes, including our hiring and employee experience.


We pride ourselves on our three values: transparency, relentlessness, and inclusiveness.

We commit to daily work towards leading with empathy, reducing bias through periodic training, and engaging with and uplifting communities of marginalized groups.


We condemn all forms of racism and discrimination on the basis of race, religion, ethnicity, nationality, gender identity, sexual orientation, age, marital status, pregnancy or parenthood status, veteran status, disability status or any other identifier.


We encourage all employees, clients, investors, candidates, vendors, and friends of Knotch to deliver honest feedback directly or anonymously so that we may always seek to improve as an organization that is dedicated to diversity, equity, inclusion, and belonging.


Share your thoughts with us, and you will be heard.


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Location

Knotch is remote 1st and we plan to stay that way. We have personnel in 4 countries, including the US, Canada, India and Romania, and 14 US states and we are open to adding more.

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