VP of Customer Success

  • Job Type:
    Direct Hire
  • Category:
    Marketing - Ecommerce
  • Location:
    New York, New York
  • Job Code:
    US_EN_88_804453_2845362

This is NOT a sales role!

One of the fastest-growing Consumer IoT category leaders is seeking a full time VP of Customer Success (Retention & Customer Lifecycle/Experience). This person will be responsible for the performance, strategy and alignment of all departments within the organization responsible for revenue generation.

The ideal candidate will have a strong background in membership products, with experience optimizing overall subscription metrics and increasing customer lifetime value (growth, activation, usage, conversion rates, retention, winback, etc).

Responsibilities:

  • Responsible for developing and implementing growth strategies for their subscription business
  • Focus on key SaaS revenue goals, Customer Retention, Customer monetization and Customer Experience
  • Continuously improving their subscription and eCommerce experiences by identifying opportunities to boost retention, upsell/cross-sell metrics, and overall recurring revenue
  • Establish new pricing and promotion strategies that help convert
  • Monitor customer feedback loops to ensure customer satisfaction and optimize customer support
  • Detect lapsing customers early on, and identify reasons to reduce churn and implement winback strategies
  • Identify the best revenue channels that provide the most effective revenue stream
  • Collaborate with cross-functional team members and stakeholders including Marketing, Design, Legal, and Customer Support
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    Qualification:

  • 10+ years of experience working in a subscription (e-commerce) business – MUST HAVE
  • Experience of revenue ownership and demonstrable business expansion and growth
  • Familiarity with data analytics tools (SQL, Recurly & other subscription platforms, Zendesk, Tableau)
  • Deep understanding of SaaS-based cross-channel direct marketing, native advertising, programmatic etc
  • Comfortable working with global teams
  • Strong leadership experience
  •  

    This is a fast-moving opportunity, so if you are interested in the full time VP Customer Success role, please apply ASAP!



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