Vice President

Vice President, Customer Success

We operate a best-in-class Customer Success Team and leverage a repeatable go-to-market motion. We hire high-caliber Enterprise SaaS customer success professionals to thoughtfully engage CHOs, TA teams, VPs, General Managers, and other corporate decision makers. Our Customer Success team takes a proactive, consultative, and high-touch approach when working with customers, by engaging directly with end-users to generate platform adoption and running Executive Business Reviews to align with strategic initiatives and quantify and communicate ROI.

We're seeking a strategic and hands-on Customer Success Leader to drive customer outcomes, retention, and expansion across our portfolio. This individual will lead a high-performing team of CSMs and be responsible for ensuring customers achieve measurable value while identifying opportunities to grow our footprint within accounts.

In this role you get to :

• Drive customer retention and expansion by leading a team of CSMs focused on our largest customers
• Drive the customer success strategy to ensure consistent, high-quality customer experiences across the journey
• Own gross and net revenue retention for our global customer base
• Design scalable programs to onboard, engage, and support customers at every stage
• Build a proactive customer health model and implement playbooks for risk mitigation and value realization
• Build, coach and scale the Enterprise Customer Success team, including sharing and shaping Customer Success process, best practices, and strategies
• Drive accountability amongst the Customer Success team to ensure best practices are being followed to demonstrate the value of their Harver investment to our customers
• Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Customer Success and broader Commercial team leadership
• Takes ownership of customer retention and customer health programs to drive optimum retention results
• Follow best practices for delivering customer excellence and hold team accountable for delivering against KPIs and hold team to a high standard of consistency
• Engage directly with key customers on Executive Business Reviews (with CSMs) to communicate value provided by Harver
• Provide support for CSMs in at-risk accounts through risk detection / alerting and action plans
• Building hiring plans and recruit, hire and onboard world class CSMs
• Partner closely with sales, product, and services teams to advance Harver's mission and approach to customer engagement

We're looking for people who have :