Senior Customer Success Manager

Join us on our mission to enable people to reconnect with nature and be able to work from wherever they are happiest.
V2 Cloud is not a regular tech SaaS start-up. We were and will be Round “O” financed. “O”rganic growth independence means we're not pressured by external investors' interests or timelines, enabling us to prioritize long-term innovation over short-term gains. Each year we share our profits with employees, and none of them are assholes, because life is too short to work with a**holes.

**Your role**:
As the **Senior Customer Success Manager** at V2 Cloud, you'll lead the charge in enhancing and designing customer success, retention, and loyalty. You will refine success strategies and implement effective customer segmentation to ensure personalized and efficient experiences. Your role involves setting clear retention goals, aligning with broader business objectives, and fostering collaboration across teams to meet customer needs comprehensively. By regularly analyzing performance metrics, you'll guide strategic improvements and champion a company-wide culture of proactive, fanatical customer service.

**As part of V2 Cloud Product Team, you will**:

- Lead the Customer Success team to enhance customer fanatical service, retention, and product loyalty by implementing high-quality customer service and implementation processes.
- **Develop and refine customer success strategies and processes to improve customer lifecycle management, from onboarding and training to retention and upselling**.
- Design, implement, and manage customer segmentation strategies to ensure a personalized and efficient experience for all customer tiers.
- Establish clear retention goals and success metrics for the department, and ensure alignment with the broader business objectives of the V2.
- Work closely with the sales, marketing, support and product teams to align strategies that meet customer needs effectively.
- Regularly report and act on team performance and customer health metrics to the company's leadership and stakeholders.
- Identify common customer challenges and coordinate with the product management team to develop systematic strategies to improve our product and customer experience.
- Spearhead the creation and implementation of a comprehensive toolkit of customer success resources, including customer health check protocols, QBR templates, and success planning methodologies.
- Lead and scale the customer success team,
- **Own a company-wide fanatical customer service mindset, championing customer needs and proactive service across all departments.**

**Requirements**:

- Minimum of 8 years of experience in customer success or client services roles within a SaaS environment, with at least 3 years in a leadership position.
- **Proven track record of building and leading customer success teams and developing customer relationship programs in a SaaS company.**:

- Strong leadership skills with the ability to drive change and influence cross-functional teams.
- **Excellent analytical skills with an aptitude for understanding and using data to inform decisions and drive customer success initiatives.**:

- Deep understanding of customer success technology.
- Exceptional communication and interpersonal skills and strong problem-solving skills.
- **Experience in designing and implementing customer success processes and infrastructures to improve customer satisfaction and retention.**:

- Strong problem-solving skills.

You'll have the opportunity to contribute creating the best remote work experience for people and companies.

**Need more reasons to join?**
Our fully remote crew, stationed on planet Earth (for now), coming from different social realities and experiences, is a blend of youthful energy, dynamic innovators, and customer champions, redefining the way that we live, we work and learn. We believe that Together as a Team (and not just as a collection of people) we are Invincible

**The process?**
Instead of talking about resumes too much, we kick off our journey together with an engaging assessment that lets your skills do the talking. So don't hesitate - let's embark on this mission together.

We are flexible on the contractor/contributor basis for cooperation, Our compensation is competitive. We discuss it individually to make it best for you and adjust it to your country requirements.

Pay: From $2,215,000.00 per month

Application Question(s):

- Why do you think you fit this role?
- What is your monthly remuneration for services expectations (in USD)?

**Experience**:

- SaaS company: 2 years (preferred)
- building CS strategies: 1 year (preferred)

**Language**:

- English fluently (preferred)