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

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track_changesLead Customer Success function by example

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

track_changesImprove Customer Success team efficiency

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

track_changesBuild great customer success team

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

track_changesMake customer success company wide priority

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

track_changesImpact revenue metrics

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