VP of Customer Success
About the Opportunity
The organization is a leader in identity assurance, dedicated to creating trust in the identity lifecycle. This is a community of bold thinkers and energetic doers who have reimagined identity security and are actively eliminating the long-standing problem of passwords. Since its inception, the company has become a premier provider of authentication security to prominent brands globally, rapidly establishing itself as a recognized leader in Identity Assurance. Exceptional individuals with the ambition and drive to positively impact the world are sought. Joining this mission means contributing to a passwordless future and securing the identity lifecycle.
Your Role and Impact
Reporting to the President & COO, the VP, Customer Success will be a key member of the leadership team. This role involves building and managing a world-class Customer Success function and fostering collaboration and partnership across the customer journey.
Key Responsibilities
- Set the overall vision and strategic plan for the Customer Success organization, focusing on driving successful post-sales deployments, customer retention, and customer support
- Evaluate opportunities for revenue expansion (seat licenses, product add-ons/cross-sells and other value adds) together with the sales team
- Work collaboratively with cross-functional teams (Customer Support, Product, Engineering) to resolve internal bottlenecks, identify customer-driven product requests, and deliver daily results to customers
- Drive efficiencies in implementation and onboarding to ensure a seamless customer experience
- Measure customer satisfaction and implement a plan to respond to feedback and increase reference ability
- Grow product adoption through successful onboarding and training initiatives
- Act as the voice of the customer, ensuring that customer case studies and use cases can be shared both externally and internally
Required Qualifications
- 10+ years of experience in leading customer-facing organizations
- Ability to manage influence through persuasion, negotiation, and consensus building
- Combined background of pre and post-sales experience
- Strong empathy for customers and passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
Why You Should Work Here
- Competitive compensation including salary and equity with significant growth potential
- Comprehensive benefits package including Medical/Dental/Vision, FSA/HSA, 401k, and more
- Generous equipment budget and a customized workstation to ensure success
- Stable position in a rapidly growing sector of identity security
- Mission-driven culture focused on impactful and cutting-edge work
Compensation
Base Salary is $225,000-$250,000; + Variable. The salary ranges are based on paying competitively for the organization's size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other employees. It is expected that the majority of candidates who are offered roles will fall healthily throughout the range based on these factors.
H1B/Visa support is not available for this position.