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