Customer Successchevron_rightVice 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


track_changesImpact revenue metrics

tagMaintain a minimum Net Promoter Score of X
tagAdd net new ARR of $500 through 20 up-sells
tagMaintain a minimum 95% customer retention quarter-on-quarter

track_changesMake customer success company wide priority

tagCreate ideal customer journey for 3 industry segments for enterprise clients
tagPublish top 10 reasons for churn to product, engineering, sales and marketing teams
tagWork with sales team and get 5 net new referrals
tagInvolve product and engineering teams in 10 QBRs
tagWork with marketing team to get 10 customer interviews
tagLet engineering, product teams work as CS Specialists once a quarter

track_changesBuild great customer success team

tagCoach 2 high performers to future leadership roles
tagPublish customer success playbook
tagLead Customer Success function by example
tagHire 6 CS Specialists
tagHire 2 experiences CSMs

track_changesImprove Customer Success team efficiency

tagPublish weekly dashboard of customer success metrics
tagImplement Helpdesk ticketing system
tagWork with product and engineering team to fix 10 repeat issues and reduce tickets by 30%
tagAutomate support process for small or low touch clients
tagImplement SLAs for large, medium and small clients
tagImplement customer support chatbot solution and reduce tickets by 25%
tagSave 2 FTE Customer Support hires by handling 30% more ticket volume from the current team

track_changesLead Customer Success function by example

tagProactively spot potential churns in enterprise clients and fix 75% of the issues
tagLead QBRs for 100% of enterprise clients
tagOnboard 1 client per quarter
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