Vice President of Customer Success | Bloomreach | Remote (United States)

Vice President of Customer Success | Bloomreach | Remote (United States)

Remote US
Application ends: July 30, 2024
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Job Description

We are seeking a dynamic and strategic leader to join our team as the Vice President of Customer Success, Americas.   Play a critical role in driving customer satisfaction, adoption, retention and growth as well as ensuring successful implementations and partnerships.   This role reports directly to the Chief Operating Officer and will be overseeing our Americas Customer Success, Professional Services, and Partner Success functions.  The ideal candidate will possess a strong blend of leadership, customer-centric mindset, strategic thinking, and operational excellence.

The work you do will impact many customers in dozens of different verticals in the e-commerce space. Your work will impact hundreds of millions of consumers in the digital space.  Working in one of our Mountain View, CA office or from your US home office on a full-time basis, you’ll become a leader in our Operations Team.

What challenge awaits you?

As the Vice President of Customer Success, Americas, you will tackle the challenges of nurturing customer relationships at an executive level, scaling our operations to meet the demands of our growing customer base, driving high levels of adoption and retention, managing complex implementations, and nurturing strategic partnerships.   Your strategic leadership and collaboration skills will be instrumental in delivering high standards and a great customer experience to our customers and partners.

  • Scaling operations to support rapid growth while maintaining high service standards in our enterprise and mid-market customer segments
  • Driving adoption and retention through proactive customer and partner engagement strategies
  • Managing complex implementations to ensure timely delivery and customer satisfaction
  • Building out our partner success motion to enable our partners to deliver post-sales success in our customer base
  • Defining and building new, strategic programs in our fast moving industry and product roadmap

Your job will be to:

  1. Develop and execute the customer success strategy aligned with company goals and objectives and aligned with a changing market landscape to drive best-in-class customer satisfaction
  2. Drive cross-functional collaboration with Sales, Marketing, Channel, and Product teams to ensure a unified approach to customer and partner engagement and satisfaction in our Americas region
  3. Advocate for customers within the organization to ensure their needs and feedback are addressed effectively
  4. Define and drive best practices for customer onboarding, adoption and retention
  5. Manage our Professional Services P&L to ensure our financial metrics are healthy
  6. Define and support our partner success motion for successful customers and partners
  7. Collaborate with the partner ecosystem and our partner channel team to identify and pursue joint opportunities for mutual benefit

You have the following experience and qualities:

  • Master’s degree in Business Administration or related field
  • Minimum of 12 years of experience in customer facing roles, with at least 5 years in a leadership capacity and a proven ability to build meaningful customer executive relationships
  • Proven track record of building and leadership high-performing customer success teams
  • Deep understanding of customer success methodologies, best practices, and metrics
  • Experience managing professional services and/ or partner programs is highly desirable
  • Strong strategic thinking, analytics skills and business acumen
  • Excellent communication, presentation, and interpersonal skills
  • Great collaboration skills with the ability to energize and align our teams
  • Ability to thrive in a fast-paced, dynamic environment and deliver results under pressure