VP, Customer Success

Job Description:

  • Define and lead Bonusly's holistic Customer Success and Support strategy
  • Optimize the customer journey across onboarding, adoption, value realization, retention, expansion, and advocacy
  • Lead, manage, recruit, hire, and develop the Customer Success team
  • Establish and demonstrate measurable customer ROI from Bonusly's solutions
  • Partner with Sales, Marketing, Product Development, Customer Programs, and Enablement on a unified customer journey
  • Identify and lead upsell, cross-sell, professional services, and customer expansion initiatives
  • Establish and refine Rules of Engagement with Sales leadership
  • Serve as the voice of the customer to Product and Engineering teams using data-driven feedback
  • Build and maintain strategic relationships with key customer stakeholders
  • Provide executive oversight for critical accounts and resolve executive escalations
  • Champion operational rigor, continuous improvement, and predictable execution
  • Manage the Customer Success organization's budget and resource allocation
  • Represent Bonusly externally at industry events, conferences, and thought leadership initiatives

Requirements:

  • 8+ years of progressive leadership experience in Customer Success, Account Management, or post-sales functions within a B2B SaaS environment
  • At least 3+ years in leadership roles (Director-level or above)
  • Proven track record of managing multi-level teams (managers of managers) and scaling organizations during significant growth
  • Deep expertise in SaaS business models, customer lifecycle management, retention, expansion, and advocacy
  • Strong preference for experience within HR Tech, Employee Engagement, or Performance Management
  • Understanding of relevant buyer personas and industry nuances
  • Expertise in strategic business planning, financial management including budget ownership, forecasting, and data-driven KPIs
  • Exceptional analytical and problem-solving skills
  • Ability to translate complex data into actionable strategies and narratives for executive audiences
  • Experience developing and implementing customer success models, including high-touch, tech-touch, community-led, and managed services
  • Strong understanding of sales methodologies and their intersection with customer success
  • Adaptability, resilience, resourcefulness, and ability to thrive in a dynamic startup environment
  • Ability to navigate ambiguity with strategic foresight

Benefits:

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