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VP Customer Success and Training

GroundControl Solutions, Inc. in New York, NY, USA

Benefits Offered

Dental, Medical, Vision

Employment Type

Full-Time

Why Work Here?

“Dynamic and exposive growth organization, fun and social, easy to do business, lots of room for growth”

GroundControl is looking for a VP of Customer Success. This is a senior position at GroundControl, reporting to the CEO.

The VP of Customer Success makes sure our customers and prospects have confidence in the product, and confidence in our ability to support the product.

Given our subscription business model, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (renewals, up-sell, etc.).

Responsibilities:

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn

  • Expand our revenue in accounts through cross-sell and up-sell

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

  • Map customer journey

  • Develop listening points in journey (e.g., usage, satisfaction, etc.)

  • Standardize interventions for each point in journey

  • Define segmentation of customer base and varying strategies

  • Identify opportunities for continuous improvement

  • Learn from best practices in industry

Manage Customer Success Activities

  • Onboarding

  • Training

  • Professional Services

  • Customer Support

  • Customer Success Management

  • Renewals

  • Cross-sell / Up-sell

  • Advocacy

Measure Effectiveness of Customer Success

  • Define operational metrics for team

  • Establish system for tracking metrics

  • Create cadence for review within team

  • Expose subset of metrics to executive team

Lead World-class Customer Success Team

  • Recruit experienced leaders for each functional role

  • Attract high potential individual contributors into team

  • Create rapid onboarding process for new team members

  • Foster collaboration within team and across customer lifecycle

  • Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

  • Support systems

  • Customer marketing software

  • Reference and advocacy solutions

  • Customer Success Management platform

Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success

  • Align with Marketing around marketing to existing clients

  • Align with Product around driving product roadmap

  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

  • Align with Finance around measurement and forecasting

  • Align with Executive Team around key metrics and objectives

  • Drive company-wide definition of ideal customer

  • Create company-wide customer feedback loop

Required Experience/Skills:

  • 5+ years experience in leading customer-facing organizations

  • Deep experience with B2B systems, especially in mobile device management

  • Ideally combined background of sales and post-sales support

  • 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

GroundControl Solutions, Inc.

About GroundControl Solutions, Inc.:

GroundControl is a fast-growing, 16-employee, bootstrapped, profitable startup that produces industry-leading software for managing Apple mobile devices. Our customers include top hospitals and global corporations. We value creativity, hard work and insanely great customer support. In return, we offer our employees flexibility and opportunities for advancement.