Senior VP, Customer Success

Remote /
Customer Success /
Full Time
Terminus is the leader of the account-based movement and the crucial link that connects B2B marketing and sales teams with their ideal customers. The Terminus solution arms marketing teams with an account-centric platform that delivers the intelligence and automation needed to scale ABM and revolutionize the way B2B marketing is done. Hundreds of organizations worldwide, including Salesforce, GE, Verizon, 3M and CA Technologies, turn to Terminus to more effectively target, engage and grow their best-fit accounts. Terminus offers savvy marketers the technology and proven expertise to radically improve account-based strategies and campaigns, increasing ROI and producing exceptional results.

The SVP of Customer Success will be the leader responsible for leading, growing, and constantly evolving both the Customer Success organization and the Terminus Customer experience globally. The right candidate will be passionate about growing our Customer-centric culture through employee development and best-in-class Customer Success practices in order to deliver the value and experience expected by Terminus’ 1,000+ Customers globally. 

The ideal candidate will have experience leading a high growth SaaS Customer Success organization while delivering outcomes for multiple Customer segments (Growth, Enterprise, Global Strategic) with an enterprise software solution. In addition to putting Customers front and center in everything we do, the SVP of Customer Success will also own the responsibility for designing the Customer Success organizational structure and processes to be able to scale and maintain our high standards for the Terminus Customer experience in a data-driven manner.

Responsibilities

    • Serve as the leader of the Customer Success organization
    • Engage with your team and customers directly to help resolve challenges and drive value for both our Customers and our business 
    • Continue to evolve Terminus’ Customer Success practices to exceed the expectations of our Customers
    • Evolve the Terminus measurement of Customer Success via multiple metrics, putting Customer value at the center of them
    • Model and scale the CS practice to support customer needs and Terminus’ business objectives
    • Hire and mentor talented CSMs and CS leaders ensuring they are equipped to meet the demands of our rapidly evolving business and customer base
    • Design compensation and success criteria for the Customer Success organization
    • Responsibility for the Customer onboarding function and ensuring rapid time to value, CSAT scores and Customer readiness 
    • Serve as an advocate for your team and customers while collaborating with internal and cross-functional teams, including Product Management, Professional Services, Sales and Marketing
    • Coach, mentor and develop staff to create a culture that is consistent with the Terminus mission and our core values

Requirements

    • Bachelor's degree required, Master’s degree preferred
    • 10+ years of experience in high-growth SaaS MarTech organizations, at least 5 of them directly managing and building CS teams
    • Outstanding operational discipline with an analytical and process-oriented mindset, including the ability to understand and report core Customer health and business metrics with a focus on customer retention
    • Managing complex renewal and expansion processes/forecasting for large teams
    • Adept at engaging and aligning with Customer executives across multiple client levels from C-suite and VP to Specialist, possessing a solid MarTech/marketing foundation and able to tie our solution with their business objectives
    • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams 
    • Hands-on as needed, passionate, curious, persistent, creative and fun to work with. Gets things done, and done right, with high personal productivity and integrity. 
    • Desire to spend time with customers and ability to travel 20% of the time (post-pandemic)

Incredible Benefits, Incredible Company!

    • Guaranteed participation in our equity program - because our employees should share in our success
    • Unlimited vacation to unplug and recharge however you choose
    • Half-Day Fridays to reward you for your productivity
    • 2 days paid VTO (volunteer time off) every year to help impact your community
    • Monthly UberEats stipend to help support your favorite local spots
    • Team budget to help facilitate team building - connected teams are more successful teams
    • Rotating quarterly perks for the evolving needs of our employees
    • Wellness stipend to balance your body and mind
    • 100% employer paid Health, Dental, and Vision Insurance for employee only coverage to cover your fundamental needs
    • 100% employer paid Short-term and Long-term Disability Insurance
    • 401K with a competitive company match to build your future financial security
    • We put families first with an exceptional Paid Parental Leave Program for employees with 1+ years of service
    • Commuter benefits to help you save money when you commute to work
    • Named Best Workplace Winner 2017, 2018, and 2019 by Inc. Magazine 
    • Ranked #21 on the Deloitte Fast 500
    • Ranked #61 on the Inc. 5000 of fastest-growing private companies in the U.S.
    • Named G2 2020 Spring category leader for the 10th consecutive quarter
Diversity and inclusion are essential values at Terminus.  We believe we do our best and most impactful work when we are a diverse, inclusive and equitable organization.  We're proud to recruit and hire talented people from a wide variety of backgrounds and experiences.  We do not discriminate on the basis of race, color, national origin, gender, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, or disability.

Diversity and inclusion are essential values at Terminus.  We believe we do our best and most impactful work when we are a diverse, inclusive and equitable organization.  We're proud to recruit and hire talented people from a wide variety of backgrounds and experiences.  We do not discriminate on the basis of race, color, national origin, gender, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, or disability.