Vice President of Client Success
San Francisco, CA
Client Success – Client Success /
Full-Time (Remote, Within the U.S.) /
Remote
With a vision to build a data-driven ecosystem that drives resources to impact, UpMetrics empowers organizations with the knowledge and the tools to accelerate the impact of their mission. Through platform and team, the mission-driven company empowers organizations to collect, analyze, and learn from data to gain insights, drive impact, and inspire change. UpMetrics combines a cutting-edge impact analytics and reporting platform with top-tier professional services to help partners define their narrative and create positive change.
Location: Remote (U.S.)
Department: Client Success
Reports to: Chief Revenue Officer
We are seeking an experienced and highly engaged Vice President of Client Success who will serve as a strategic partner for clients and our internal teams. In this role, you will be responsible for managing our rapidly growing client partnerships, optimizing client success operations, and overseeing team performance and development. Working cross-functionally and collaboratively with the senior leadership team, you will leverage strong strategic, leadership, and execution skills to build processes, metrics, and a world-class team to facilitate success.
This is an excellent opportunity for someone who is excited to lead strategy and roll up their sleeves, playing a key role in the company’s expansion. If you are an experienced customer success leader, strategic and analytical thinker, and passionate about client satisfaction, we would love to meet you!
Responsibilities
- Provide Strategic Leadership of Client Success:
- Drive the long-term vision and make strategic decisions for the Client Success department
- Provide leadership and mentorship to our Client Success team, including client managers, customer success engineers, solutions specialists, and off-shore support associates
- Become a subject matter expert on our products and services, as well as clients and the social impact industry, to best position UpMetrics to support our business goals
- Collaborate cross-functionally with our Outreach, Product, and Marketing teams and develop strategies for client acquisition, retention, and engagement
- Drive Client Success Outcomes:
- Ensure that existing clients continue to renew their subscriptions
- Minimize client attrition by addressing pain points and enhancing value
- Optimize Client Success Operations:
- Leverage technology, CRM software, and related tools to streamline and automate onboarding processes and workflows, automate outreach and communication, increase operational efficiency, and reduce costs
- Manage and optimize client services delivery, refine our strategic and managed services offerings, and oversee our distributed services delivery team
- Evaluate and refine all client success processes, including: onboarding, training, services and support, advocacy, upselling/cross-selling, renewals, and offboarding
- Measure and Analyze Effectiveness:
- Regularly assess the impact of client success initiatives
- Use data-driven insights to make informed decisions
About You
- 10+ years of relevant professional experience
- Proven track record of leading and scaling client success teams at a high volume B2C SaaS company
- Ability to both define the strategy and lead execution, from the big picture to the minute details
- Passion for continuous operational improvements and client satisfaction
- Strong analytical skills and ability to leverage metrics to make business decisions
- Excellent leadership skills and commitment to developing and empowering team members
- Self-motivated, creative problem solver with a strong work ethic
- Experience with Salesforce, ChurnZero or similar CS tools
- Bachelor’s Degree preferred
- Interest and comfort working in a small, fast-paced organization
- Desire and ability to do meaningful work and help UpMetrics achieve its mission
Our company values influence everything we do, from our work inside the office to how we choose our partners:
- Team First — Collaboration is key. We support each other, respect each other’s strengths, varying backgrounds and views. We value everyone’s input.
- Client Focused — Our work is personal. Many of us have direct experience working in the field and are deeply passionate about what we do. We take a partner approach with all our clients.
- Show Integrity — We are open, honest, ethical, and fair. We expect integrity from the team internally and the people we choose to partner with.
- Reflect and Improve — We are a data company always looking to get better. We test often, iterate, and look closely at metrics to build capacity and inform decisions.
- Let's Go! — To create positive change, we never settle. In uncharted territory, we embrace challenges as opportunities, take ownership, and strive for excellence.
Compensation & Benefits
- $160,000 - $190,000 annual salary, plus variable compensation
- Equity incentive plan
- 70% employer paid health insurance for employees and family
- Dental and vision insurance
- Fully paid Life and Accidental Death & Dismemberment insurance
- Fully paid Short- and Long-term Disability insurance
- Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
- Parental leave policy
- FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
- 401K plan
- Remote work equipment
- Annual company retreat and quarterly virtual company events
- Outstanding team and meaningful work
$160,000 - $190,000 a year
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women/other underrepresented individuals only apply when they meet 100% of them. We believe that people of color, people from working-class backgrounds, women, and LGBTQ+ people must be centered in the work we do. Hence, we strongly encourage applications from people with these identities, or who are members of other marginalized communities. If you think you have what it takes, possess transferable skills, and are quick to learn, but don’t necessarily satisfy every requirement or meet every qualification, we would love to hear from you!
UpMetrics is committed to building a diverse, inclusive, and accessible workplace where everyone, regardless of background or ability, can do their best work. If you require reasonable accommodations at any stage of the application or interview process, please contact the People Operations Team at peopleops@upmetrics.com.
