ABOUT THE ROLE

If you are driven and excited by the idea of quickly scaling globally and thrive in a bold, values-driven leadership team, while enabling both customer and company success, then come join our pod! You will be responsible for bringing your strategic vision and innovative approach to lead our business critical customer-facing teams. Optimize customer journey and engagement by understanding our customers, your team and our segmentation strategy in order to deliver positive customer outcomes for this high growth market.

The VP of Global Customer Success & Support will oversee Customer Success and CS Engineers (Solutions Architect) team as well as expand on the vision for future services functions. Reporting to the CRO, this person will play a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Orca’s customers.

Our customers must receive 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 (e.g., implementation, on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Your team’s job is to onboard new accounts, manage the installed base of customers and maximize their dollar value through renewals and upsells. You will be held accountable for the company’s retention number, your revenue growth target, and the company’s customer satisfaction score. Virtually everything you do should be designed to improve these metrics.

As part of the job, you’ll:

• Build and lead a cross-functional technical team to drive customer success and clarify ownership for each part of the customer journey: Post Sales; Renewals & Expansion, Services, Support, and Product adoption
• Drive customer lifetime value by defining the customer journey; deploy programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities and overall health scores
• Build and maintain key strategic relationships within our largest accounts
• Partner with Sales, Pre-Sales, Finance, Channels, and Operations to achieve company goals
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization through strong advocacy and reference-ability
• Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to Enterprise and Mid-Market customer segments
• Standardize interventions for each point in the journey
• Standardize the template for a Success plan for customers in your segment
• Define and oversee lifecycle processes/touchpoints, including exec sponsor program, “listening” points (e.g., on usage, NPS), and others
• Personally manage your direct reports, and follow a methodical escalation process to identify opportunities for continuous improvement
• Drive real value for customers by defining and demonstrating the value (ROI) delivered
• Manage all CS Activities and own critical metrics for your team, e.g., Onboarding, Training, Customer Support, Gross Dollar Renewal Rate, Up-Sell, NPS Deployment, and forecast for renewals
• Own improvements to your team’s organizational structure - e.g. as the company grows, redefine segmentation of customer portfolio, if appropriate
• Be the best user of Orca