VP, Customer Success

Location

New York, US Office

Role type

Full Time, Permanent

Department

Customer Success

Salary

Competitive, dependent on experience

About the role

As we continue to grow and scale, we’re looking for a VP, Customer Success. We’re looking for a visionary leader, focused on bringing together high performing teams, delighting customers and nurturing engagement. Using your leadership experience you will develop strategic objectives and lead the execution of transformational projects to improve the customer experience and develop our established base of customer advocates.

Interact is a fast-paced environment where you will thrive in executing change and be responsible for guiding customer growth across Interact. Interact has evolved from a single-product Intranet Software company, to a multi-product company, heavily investing in our customers. We recognise that customer referrals and word-of-mouth are increasingly influencing the purchase process and investing in our customers’ success is the most powerful way to create happy customers.

This is a global position which can be based out of Manchester (UK) or New York.

A little about you...

  • The ability to define a ‘customer success’ vision and execute on a strategy. Interact is a company of ‘do-ers”, therefore, having the mindset to roll up your sleeves and get in the weeds when necessary is important
  • Experience leading a global customer success team (including managing people managers) with proven leadership, team management and coaching skills
  • Passion for solving customer problems and constantly identifying areas for improvement and opportunities for addressing the root causes of churn
  • Experience designing and implementing scalable solutions and driving changes through influence
  • Previous success of exceeding expectations in retaining and growing customer relationships, ideally in a B2B SaaS company
  • Track record of building relationships with internal and external business leaders
  • Strong analytic aptitude with an eye for detail
  • Ability to balance near-term revenue goals with long-term customer value
  • Experience delivering to and managing senior relationships with global blue-chip organisations (advantageous)
  • Planning and the roll out of new products to existing customer base (advantageous)
  • Experience within the employee communication and/or engagement space (advantageous)

Your responsibilities

  • Develop a world leading Customer Success team, build and quickly execute on a roadmap to engage, retain, and scale the Customer Success function.
  • Develop and own the long-term vision of Customer Success, working with the Leadership Team and key internal stakeholders to improve customers’ long-term success and turn them into advocates of Interact
  • Use your financial and operational understanding to build playbooks that run at scale
  • Deliver positive outcomes by using data to inform decisions and strategy
  • Drive revenue through the maintaining and managing of a team revenue pipeline
  • Manage and reduce customer churn across Interact
  • Partner cross-functionally with product, marketing and delivery to drive customer success to the forefront of business unit focus
  • Understand shifting needs and goals of the overall company and Customer Success function and proactively seek out ways to align and execute around these
  • Advocate Interact’s customer success across the industry through speaking engagements, social media and other events

Why you’ll love working for Interact...

  • Competitive salary
  • Pension
  • Healthcare
  • Cycle to Work scheme
  • Life insurance
  • Season ticket/car parking loans
  • Buy & sell holiday
  • Flexible working
  • Reward and recognition scheme
  • Eye care vouchers
  • Long service awards
  • Social events
  • Free Friday lunch
  • Fresh fruit
  • Friday "happy hours"
  • Employee discount scheme
  • Employee Assistance Helpline

Development

Interact Academy

The Interact Academy is our in-house training programme designed to kick-start your training and development from your first day at Interact. You will meet with our CEO and senior managers to hear about our mission and values. You will also find out more about each department to learn how each one fits together and how your role works within them. Alongside this, you will complete your Interact Academy product and role-specific training to give you the tools to be successful in your role.

Product training

The Interact Academy will take you on a journey through our product, enabling you to gain an in-depth understanding of all of its features, users and benefits. You will follow a modular programme increasing in complexity to ensure in-depth understanding to assist you in being successful in your roles.

Role-specific training

As an Interact employee you will also receive in-depth role-specific training to ensure that you are fully knowledgeable about your role and how to make it a success.

Apply for this role






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