VP, Customer Success

The Opportunity

Salsify pioneered the first Product Experience Management (PXM) platform to help brand manufacturers win more sales, and grow market share online. We work with a growing roster of hundreds of leading brands across the globe including Coca-Cola, Bosch, GSK, Rawlings, and Fruit of the Loom. We’ve come a long way since starting in a Boston basement in late 2012, and now have great, happy customers across the entire supply chain, from brands to distributors to retailers to marketplaces.

Impact

As the Vice President, Customer Success, you will own the strategy for Customer Success Management (CSM) and Retention for our 1000+ global ProductXM customers. Over the past 2 years, Salsify has made significant investments in customer experience and success, helping us to hit 95% gross retention in 2021. We have set the foundations for this team, and we are looking for someone to help us take our customer experience to the next level.

With a focus on customer business value, product adoption, risk-mitigation and retention, our customer success team serves customers ranging from enterprise and strategic to mid-market and SMB. On the enterprise side, you will figure out the best ways to partner with customers and drive strategy throughout Salsify. You will build and operationalize a tech touch to help maintain our high retention rates for SMB and mid-market customers without adding significant cost to the business.

This is a highly-cross-functional role in which you will have daily collaboration with services, support, sales and product leadership.

You will thrive in this role if you are equally customer obsessed and process driven. If you have built and led strategy in a complex, scaling organization and are comfortable serving as an executive sponsor to some of the world's largest brands, this role may be just for you!

Experience

• Experience scaling a cross-functional team (50+ team members)
• Natural connector with the ability to work across multiple business segments
• Deep experience in a SaaS company serving global enterprise customers as well as a mid-market segment
• Proven experience in related industries such as digital, eCommerce, retail or manufacturing, a plus

Responsibilities

• Responsible for crafting, driving and carrying out strategy for Salsify's Customer Success Management and Retention teams, across all market segments (SMB through Strategic Global Customers) within the ProductXM business.
• Forecasts, leads and mitigates risk to increase Renewals and Retention
• Builds out customer strategy and execution in collaboration with CSM and sales leadership, where we need to focus on business value and adoption at scale (low - medium touch processes). We will implement a customer success tool across the business in 2022!
• Help Salsify level up our customer adoption in the enterprise and strategic segment of the business including the people, customer touchpoints and process we need in this segment to be successful with complex global brands such as Coca-Cola, Johnson & Johnson, Bosch and Dell
• Committed to building processes and scale into the business, as well as ongoing data hygiene and analysis
• Establishes meaningful and impactful executive relationships with key customers.
• Function a customer facing leader and help lead company level executive updates, as well as difficult conversations when needed