About the role:
The Vice President of Customer Success is responsible for developing and executing strategies to drive customer retention, and growth. This is a global leadership role and involves leading a team of Customer Success Managers and Directors across one or more CleverTap theaters to ensure our customers are successful and that they are able to maximize the value from our products and services. The VP of Customer Success will collaborate cross-functionally to advocate for our customers and drive continuous improvement in products and services.
What will you do?
- Create strategic and measurable business value for our customers and ensure that they are achieving industry leading ROI with us
- Ensure customer and dollar retention and create opportunities for upsells and cross-sells in our existing customer base
- Own and drive relationships with our customers, including personally managing executive relationships with our larger accounts
- Increase use case and product adoption across our customers and ensure that our customers are able to use our latest and greatest product capabilities effectively
- Convert our customers into advocates and champions and leverage their business and product expertise to drive thought leadership
- Develop and execute operating rhythm that ensures that our customers are effectively engaged, have high quality access to us and are realizing value at every touchpoint
- Create a performance driven culture in the team through clear goal setting, KPI’s and leading indicators so that CS team can collaborate and operate efficiently
- Collaborate with our product teams to ensure that the current and latent needs of our customers are reflected in our product innovation roadmap
- Collaborate with sales teams to develop account & customer success plans, manage customer engagement & relationships and ensure organizational alignment
- Lead, mentor and develop a high-performing team of customer success managers and create a culture of customer centricity within the team
What are we looking for?
- Bachelors in Computer Science or Equivalent
- MBA or Equivalent PGDM
- 15+ years of professional experience in customer success, account management or professional services
- Strong analytical and customer engagement skills with a proven track record of managing large teams
- Strong bias for action, solid analytical skills and ability to execute with precision
- Prior management consulting experience and/or experience of managing large strategic accounts would be a plus
Reporting Relationship
Reporting to: Chief Customer Officer
Direct Reports: Customer Success Directors/ Associate Directors
Measures of Success:
- ARR Retention
- Expansion Revenue
- Net Promoter Score
- Product Adoption
Why join us?
Be a part of a global growth stage startup. Work in a fast-paced, dynamic environment where your contribution matters. You are passionate about technology and its impact on the high growth mobile technology space. Innovate at scale, with learning opportunities.
What is working at CleverTap like?
Be a part of a global category creatorHyper growth B2B SaaS startup- Work in a fast-paced, dynamic environment where your contribution mattersWork, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented teamAccountability and driving outcomes is the key to successYour career here is limited by you and nothing elseTeamwork trumps individual successYou are passionate about experience technology and its impact on enabling growth Innovate at scale, with learning opportunities and having fun along the way!
About the Function:
We are outcome driven and we run with heart while leading with our core values:
P : Act with First Principles
I : Take Initiative
L : Seek to Learn
O : Take Ownership of Outcomes
T : Help Achieve Together
S : Speak up then Commit
About CleverTap:
CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement.
The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.
CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, and Tesco.
Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in Mountain View, California, with presence in San Francisco, New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, and Jakarta.
