Vice President, Customer Success

Job Overview:

Team Mission 
We operate a best-in-class Customer Success Team and leverage a repeatable go-to-market motion. We hire high-caliber Enterprise SaaS customer success professionals to thoughtfully engage CHOs, TA teams, VPs, General Managers, and other corporate decision makers. Our Customer Success team takes a proactive, consultative, and high-touch approach when working with customers, by engaging directly with end-users to generate platform adoption and running Executive Business Reviews to align with strategic initiatives and quantify and communicate ROI. 

Vice President, Customer Success 

We’re seeking a strategic and hands-on Customer Success Leader to drive customer outcomes, retention, and expansion across our portfolio. This individual will lead a high-performing team of CSMs and be responsible for ensuring customers achieve measurable value while identifying opportunities to grow our footprint within accounts. 

In this role you get to: 

• Drive customer retention and expansion by leading a team of CSMs focused on our largest customers 

• Drive the customer success strategy to ensure consistent, high-quality customer experiences across the journey 

• Own gross and net revenue retention for our global customer base 

• Design scalable programs to onboard, engage, and support customers at every stage 

• Build a proactive customer health model and implement playbooks for risk mitigation and value realization 

• Build, coach and scale the Enterprise Customer Success team, including sharing and shaping Customer Success process, best practices, and strategies 

• Drive accountability amongst the Customer Success team to ensure best practices are being followed to demonstrate the value of their Harver investment to our customers  

• Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Customer Success and broader Commercial team leadership 

• Takes ownership of customer retention and customer health programs to drive optimum retention results 

• Follow best practices for delivering customer excellence and hold team accountable for delivering against KPIs and hold team to a high standard of consistency 

• Engage directly with key customers on Executive Business Reviews (with CSMs) to communicate value provided by Harver 

• Provide support for CSMs in at-risk accounts through risk detection/alerting and action plans 

• Building hiring plans and recruit, hire and onboard world class CSMs 

• Partner closely with sales, product, and services teams to advance Harver's mission and approach to customer engagement 

We’re looking for people who have:  

• 8+ years of experience in Customer Success or Account Management Enterprise SaaS 

• 3+ years of experience leading high performing teams as a Senior Manager or Director which includes a track record of exceeding retention and expansion targets 

• Previous experience leveraging value realization best practice techniques to drive customer's desired outcomes  

• Previous experience cultivating relationships with Chief People Officers and Chief Human Resource Officers is an advantage 

• Experience with HR Technology or adjacent SaaS solutions preferred 

• Has bias for action and executing with urgency 

• Foster a culture of feedback, accountability, and customer-centricity 

• Proven track record of exceeding retention targets 

• Lead by example with ability to develop close personal relationships with customers and colleagues through empathy and respect 

• Patient and active listener 

• Proactive and self-driven, and bring infectious positive energy and resiliency 

• Passion for people, with a history of hiring, developing, and up leveling your teams 

• Proven ability to manage large (several hundred) logo portfolio 

• Excellent written and verbal communication skills (email & PPT)