Customer SuccessVice President, Customer Success
Vice President, Customer Success
The key responsibility of a VP, Customer Success is to increase customer retention and loyalty by developing relationships with customers and addressing their needs. They also establish goals for customer success teams and work to ensure that these goals are met. In addition, the Vice President of C... View More
Lead Customer Success function by example
Onboard 1 client per quarter
Lead QBRs for 100% of enterprise clients
Proactively spot potential churns in enterprise clients and fix 75% of the issues
Improve Customer Success team efficiency
Save 2 FTE Customer Support hires by handling 30% more ticket volume from the current team
Implement customer support chatbot solution and reduce tickets by 25%
Implement SLAs for large, medium and small clients
Automate support process for small or low touch clients
Work with product and engineering team to fix 10 repeat issues and reduce tickets by 30%
Implement Helpdesk ticketing system
Publish weekly dashboard of customer success metrics
Build great customer success team
Hire 2 experiences CSMs
Hire 6 CS Specialists
Lead Customer Success function by example
Publish customer success playbook
Coach 2 high performers to future leadership roles
Make customer success company wide priority
Let engineering, product teams work as CS Specialists once a quarter
Work with marketing team to get 10 customer interviews
Involve product and engineering teams in 10 QBRs
Work with sales team and get 5 net new referrals
Publish top 10 reasons for churn to product, engineering, sales and marketing teams
Create ideal customer journey for 3 industry segments for enterprise clients
Impact revenue metrics
Maintain a minimum 95% customer retention quarter-on-quarter
Add net new ARR of $500 through 20 up-sells
Maintain a minimum Net Promoter Score of X
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