VP, Customer Experience

• Seven out of the top ten global banks use TigerGraph for real-time fraud detection. 
• Over 50 million patients receive care path recommendations to assist them on their wellness journey. 
• 300 million consumers receive personalized offers with recommendation engines powered by TigerGraph. 
• TigerGraph reduces power outages by optimizing the energy infrastructure for 1 billion people. 

The VP of Customer Success will be responsible for driving customer satisfaction, loyalty, and retention at TigerGraph. The TigerGraph platform, built from the ground up for graph analytics at scale, is the only graph database that works on enterprise-scale datasets across diverse applications to give accurate, reliable insights — fast enough to solve crucial business challenges that can propel the business forward, closing the gap between data and decisions.
This individual will oversee customer onboarding, support, services, and technical account management, ensuring that our customers maximize the value of TigerGraph's distributed native graph database. Success in this role means accelerating customer onboarding, realizing revenue faster, and driving high customer retention while fostering satisfaction and loyalty. This role will report directly to the CEO.

Responsibilities:

• Customer Satisfaction: Develop and implement strategies to measure and improve customer satisfaction and loyalty. Foster a customer-centric culture that prioritizes the needs and success of our customers.
• Customer Onboarding: Oversee the customer onboarding process to ensure a smooth and successful transition for new customers. Develop and implement best practices for onboarding new customers efficiently and effectively.
• Customer Technical Support: Lead the customer technical support team to provide timely, efficient, and high-quality support to our customers. Develop and maintain a knowledge base and support resources to empower customers to self-serve.
• Professional Services: Manage the professional services team to deliver high-quality consulting, implementation, and training services to our customers and implementation partners. Ensure that professional services align with customer needs and drive successful outcomes.
• Technical Account Management: Oversee the technical account management team to build strong relationships with strategic customers. Provide technical guidance and support to ensure customer success and identify upsell and cross-sell opportunities.
• Customer Success Metrics: Develop and track key performance indicators (KPIs) to measure customer success and identify areas for improvement.
• Analytical: Develop a ROI based view of customer relationships and determine how to allocate resources across the customer base to maximize value.
  Team Leadership: Lead and mentor a team of customer success managers, support engineers, and professional services consultants. Foster a culture of excellence, collaboration, and customer focus.

Qualifications:

• Experience: Proven track record in customer success, with experience working with large enterprises, especially financial institutions.
• Customer Focus: Deep understanding of customer needs and a passion for delivering exceptional customer experiences.
• Technical Understanding: A strong technical background, including a deep understanding of graph database technologies and related concepts.
• Leadership: Strong leadership skills and ability to build and motivate high-performing teams.
• Communication: Excellent communication skills, both written and verbal, with the ability to effectively communicate with technical and non-technical audiences.
• Problem-Solving: Strong problem-solving skills and ability to identify and resolve customer issues efficiently.
• Startup Experience: Experience working in a fast-paced startup environment is preferred.

Requirements:

• Bachelor's degree in engineering or computer science or related field (MBA or advanced degree is a plus). Equivalent years of related work experience may be substituted for degree requirement.
• 15+ years experience as a senior customer success leader in a B2B enterprise software / SaaS / Cloud infrastructure company, with a track record of driving customer satisfaction and loyalty.

If you are a customer-focused leader with a passion for driving customer success, we encourage you to apply for this exciting opportunity.

The role will be onsite at the company’s HQ in Redwood City and the individual is expected to be in the office 3-4 days/week initially. The anticipated salary range for chosen candidate is $240,000 - $260,000. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, type and length of experience within the industry, education, etc.