We believe that a great customer experience starts with people.

Playvox’s category-defining quality assurance, coaching and motivational platform is delighting customers and our team is growing. We are hiring a Vice President, Customer Success to help lead our next chapter of growth.

Playvox helps companies deliver a better customer experience through their contact center teams, be they centrally located, remote employees, distributed across the globe or a combination of all three. With Playvox’s innovative enterprise-class solutions our clients systematically improve the customer experience and agent skill set through quality measurement, training on new features, coaching against gaps, and by motivating agents, all on one platform.

Playvox is a well funded, high growth company deployed in leading brand companies globally. Our partners include Zendesk, Salesforce, Freshdesk, Intercom, among others. We are transforming the way companies of all sizes manage quality practices to deliver exceptional customer service.

The Vice President, Customer Success will be accountable for customer outcomes. This is an executive role in the commercial team.

Responsibilities:

  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
  • Manage Customer Success Activities
    • Onboarding
    • Training
    • Professional Services
    • Customer Support
    • Customer Success Management
    • Renewals
    • Cross-sell / Up-sell
    • Advocacy
  • Measure Effectiveness of Customer Success
    • Define operational metrics for team
    • Establish system for tracking metrics
    • Create cadence for review within team
    • Expose subset of metrics to executive team, company and board
  • Lead World-class Customer Success Team
    • Retain, coach and attract high potential individual contributors
    • Optimize onboarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology
    • Support systems
    • Customer marketing software
    • Reference and advocacy solutions
    • Customer Success Management platform
  • Inspire Customer Success Across Company
    • Create company-wide culture of Customer Success
    • Align with Marketing around marketing to existing clients
    • Articulate the product voice of the customer and align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Align with Partners around multiplying Customer Success initiatives
    • Align with Finance around measurement and forecasting
    • Align with Executive Team around key metrics and objectives
    • Create company-wide customer feedback loop

We’d love to hear from you if:

  • 5+ years’ experience in leading customer-facing organizations, ideally with call center experience
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree
  • Spanish language skills a plus

We’d be especially excited if you’ve worked closely with contact center tech stack before.

This is a rare opportunity to lead a customer success team in a well-funded SaaS startup with great customer traction. You will represent the voice of the customer and will have an impact.

Playvox embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If there is anything we can do to create a more comfortable interview experience for you, please let us know.

Working at Playvox is outstanding. Learn more about our philosophy, benefits, and team at http://jobs.playvox.com Reach out and share your story with us!