VP - Customer Experience and Success

Join to apply for the VP - Customer Experience and Success role at Milestone Inc

4 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Job Title :

VP - Customer Experience and Success

Location :

USA, (Preferred Bay Area)

Milestone is looking for a skilled leader to manage our Customer Experience, Professional Services, and Support teams globally. The Milestone global customer success team currently comprises over 50 individuals in various roles including directors, team leads, and customer success account managers across global markets including the US, Canada, India, and Mexico. Milestone’s customer base includes leading brands in hospitality, retail, financial services, and automotive sectors.

The individual in this role will be responsible for delivering Milestone’s outstanding products and services to our customers, managing key relationships, and growing existing accounts. The ideal candidate should have strong experience in hospitality, finance, digital marketing, analytics / data, and thought leadership, along with a proven track record in leading Account management and Customer Success teams, managing global P&L, establishing customer health scores and touchpoint best practices.

Responsibilities / Duties

• Inspire, lead, and nurture a high-performance, globally dispersed team of 50+ individuals to achieve client goals and objectives.
• Retain and grow the customer base by providing value-driven products and services.
• Manage scalable processes for account-based marketing (ABM), including customer health dashboards, scorecards, processes to scale services, and customer engagement / communication best practices, including Quarterly Business Reviews (QBR), yearly reviews, customer touchpoints, and journey mapping across various customer types.
• Oversee and manage Professional Services, Support, and Customer Success teams to ensure exceptional customer experiences at every interaction.
• Lead cross-functional teams to foster a customer-first culture, ensuring exceptional experiences at every step.
• Oversee scalable support operations while maintaining high levels of efficiency and customer satisfaction.
• Focus on optimizing the entire customer lifecycle from acquisition to retention.
• Leverage AI to transform customer experience by enabling personalized interactions and automation of repetitive tasks, allowing the business to scale personalized experiences while improving efficiency.
• Drive customer engagement, relationships, adoption, value, and overall experience, resulting in high customer retention and expansion of Milestone’s footprint within the customer base.
• Hire, inspire, and manage a team of 50+ individuals to achieve client goals and objectives, specifically building critical skills in Account Management (AM) and Customer Success Management (CSM).
• Leverage global experience and deep understanding of customer success operations, systems, metrics, and operational rigor.
• Utilize strong stakeholder relationship skills to advocate for the customer within the organization.
• Coordinate with cross-functional teams within the company to ensure client goals are achieved.

Requirements

Seniority level

Employment type

Job function

Industries

#J-18808-Ljbffr