Job Description
Job Description
Salary :
SimpliGov provides workflow automation, digital forms, and electronic signature solutions designed specifically for government agencies. The company's no-code platform helps state and local governments digitize their operations, accelerate processes, and improve the experience for both employees and constituents.
The VP of Customer Success is responsible for understanding the customers business needs, ensuring that they adopt and renew SimpliGovs products and identifying opportunities to grow revenue from within our customer base. This individual is responsible for leading and scaling a Customer Success organization initially through tenured individual contributor, and eventually through managers, for defined renewal revenue targets. The team under the VP of Customer Success will drive discipline and process around product adoption and renewal forecasting. The incumbent will help develop our customer journey and lead the charge in developing the content and method by which we support customers throughout the a segmented customer journey model (tailoring delivery methods to meet the needs of each segment).
Key Responsibilities :
Drive Customer Success Outcomes
- Improve renewal rates and reduce churn risk
- Increase future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Develop specific account plans and strategies to support customer retention and growth during the customer journey
- Identify expansion opportunities and work with Sales counterparts to grow revenue from within the customer base
- Drive future growth through greater advocacy and reference-ability
- Develop and maintain senior-level customer relationships at key accounts and network with high potential prospects
- Design and manage programs that delight customers throughout the customer journey while improving efficiency and enabling scale through repeatable processes and automation
Define and Optimize Customer Lifecycle
Map customer journeyDefine segmentation of customer base and varying strategiesIdentify opportunities for continuous improvementLearn from best practices in industryImprove the customer onboarding experience by designing implementation methodologies that deliver value in a predictable, repeatable way with high customer satisfaction.Measure Effectiveness of Customer Success
Track operational metrics for teamsCreate cadence for review and continuous improvement within teamOwn gross and net revenue retention targets; forecast renewals with accuracy.Develop systems, programs and AI that will drive adoption of the product, increase customer satisfaction and enable the teams to scale efficiently
Design customer touch points and determine where AI and automation can be leveraged to improve engagement and adoptionDetermine where technology can be leveraged to improve visibility and help the team scale more effectivelyResearch, propose, implement and optimize Customer Success technologies (e.g., CS platforms, AI / automation) that enable visibility, scale and consistent customer engagementManage team to financial targets
Identify and manage customer renewal activitiesIdentify and nurture expansion opportunities within the customer base. Work with Sales to secure and close expansion opportunities.Align with Marketing around positioning to existing customersDesign strategic customer success plans via customer segmentation, customer lifecycle, competitive analysis, and penetration plans, as well as thoughtful product positioning. Develop and implement strategies and tactics to expand SimpliGovs customer wallet share globally.Inspire Customer Success Across Company
Provide regimented and focused leadership to the organization that will foster success based on a culture of respect for customers, employees and SimpliGovs values.Qualifications & Experience :
10+ years of progressive SaaS services management leadership experience, with at least 5 years leading managers and larger CS teams (15+ employees). Proven success scaling a team with responsibility for managing $20M - $75M+ in ARR growthHands-on leadership style and direct experience building customer engagement models, playbooks, methodologies and processes that will allow the team top scale efficiently. Experience developing account plans and strategies for managing large, enterprise clients.Maintain a personal presence and high visibility with key customers and assist in closing new deals and renewalsExperience working with government customers (state, local, agencies) to develop success plans that deliver value. Understanding of procurement processes and experience with RFPs for government customers.An analytical skillset to drill into key metrics, identify patterns, opportunities and risks and key performance drivers.Compelling executive presence in front of customers, partners, and employeesOutstanding communication and presentation skillsSuccess in dynamic growth environments with rapid change and fluidity, and building organizations that thrive and scale to the next level.Track record of owning and driving to retention and expansion KPIsAbility to travel for onsite customer meetings 25% of the timeBachelors degree or equivalent experience requiredPersonal Characteristics :
Ideal candidates for the role should have a track record of success and proven SaaS CS scaling experience. Their work will involve managing across a group of individual contributors and managers and have the ability to jump into customer escalations to retain customers. They should thrive on the opportunity to drive high-level customer strategy, as well as excel at tactical execution and making things happen hands-on.
The candidate should bring a sense of confidence, energy, positive attitude, vitality, and strong drive to succeed. Additional personal qualities include :
Hands-on, detail-oriented leader who can operate strategically and tacticallyAnalytical thinker with a track record of optimizing processes and improving efficiencyExecutive presence with excellent communicationHigh EQ collaborator who operates with ethics and integrity