VP Customer Success

New York City, NY /
Clients – Customer Success Management /
Full-time
AB Tasty (www.abtasty.com) is the customer experience optimization company rated as one of BuiltIn NYC's Best Places to Work (SMB). We help build the internet of the future by allowing brands to address their users in a personalized way. Images, messages, page structure...everything can be adapted to meet the needs, wishes, and emotions of website visitors or app users.  AB Tasty isn't about helping brands to push a hard sell. We're about helping them sell better, by creating more positive consumer and better user experiences across all their digital properties.
 
We must be on to something, since we're proud to say we have:
·       900+ customers, including AshleyHomeStore, Assurant, Cartier, L’Oreal, USA TODAY, and Sephora
·       240+ employees in 6 countries on 3 continents (Americas, Europe, Asia)
·       Raised $64 million to grow globally
·       Bonus: we're nice, too, we promise!
 
2 prerequisites if you want to join the AB Tasty team:
·       Be a genuinely kind person! (we take this one seriously, it's half the battle in the recruitment process)
·       Have a passion, whatever it may be :)

The role

You will be responsible for overseeing the Customer Success teams’ scalability, performance, and development in this role. We're looking for a customer success leader who can create processes and track key metrics to ensure the highest levels of customer engagement and satisfaction. In this crucial role, you'll be responsible for the full customer lifecycle (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).


The role could be based in NYC /or London. You can work remotely 

What you will do :

    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-abilityIncrease renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)Standardize interventions for each point in journey
    • Define operational metrics for team
    • Establish system for tracking metrics
    • Work closely with Finance & Ops teams on Enterprise segmentation strategy, capacity planning, and territory management

What we are looking for

    • Prior experience operating in a mature Customer Success organisation at a B2B SaaS company that scaled to$100M or more in ARR
    • Prior strategic consulting experience working with large enterprise customers on technology-led transformation initiatives
    • 10 years experience directly leading CS front-line managers and a track record of achieving results by inspiring the team and creating high-levels of accountability
    • Experience driving high-levels of operational rigor within the team to deliver results at scale
    • A deep understanding of the customer journey and how to define and measure success in B2B SaaS
    • The ability to accelerate product adoption, influence collaboration, and evangelize opportunities for growth.
    • A customer-focused mindset and passion for customers’ success with the ability to balance the needs of the customer with those of the business.
Stay in Touch
Does this role not quite match your skills, but you’re still interested in what we're doing? Stay In Touch and be one of the first to hear about future opportunities!

AB Tasty is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.