Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Vice President managing Digital & Media Customer Success team to enhance client satisfaction and drive engagement. Overseeing execution of Joint Business Plans to achieve customer expansion and retention goals.
Responsibilities
- Lead a team accountable for building and overseeing execution of Joint Business Plans with assigned clients
- Work closely with leadership to accelerate customer relationships promoting expansion, retention, and loyalty
- Assess current business and competitive environment to develop customer strategy for base business and identify expansion strategy
- Partner with Retail Acquisition to develop engagement plans based on expansion opportunities
- Build and lead customer wiring strategy based on strategic importance and business development objectives
- Lead execution of Joint Business Plans focusing on differentiating customers with shoppers
- Evolve organization structure within the team to meet expectations on current and future business results
- Hire, train, and develop the team enabling career growth
- Collaborate with cross functional leaders to provide visibility to customer plans
Requirements
- Bachelor's degree, Master’s preferred
- 15+ years of leading complex businesses with a minimum of 7 years’ experience leading customer-facing teams; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
- Proven track record of leading customer engagements and delivering positive outcomes for retail customers; demonstrated ability to build and lead joint business planning with retailer partners
- Demonstrated resume of people development; track record of acquiring, retaining, and developing talent
- Background in Food, Drug, or Mass Merchandizing, including background in driving business solutions
- Digital media, in-store media, e-Commerce software, analytics and business operations knowledge preferred
- Exceptional ability to communicate and foster long term Executive level business relationships.
Benefits
- Medical, Dental, and Vision insurance
- Basic and Supplemental Life Insurance options
- 401(k) retirement plans with company match
- Health Spending Accounts (HSA/FSA)
- Flexible time off and 11 paid holidays
- Family-building benefits, including Maternity, Adoption, and Parental Leave
- Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
- Wellness and Mental Health counseling services
- Concierge and work/life support resources
- Adoption Assistance Reimbursement
- Perks and discount programs
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