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Vasion is looking for a Vice President of Customer Success that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 300+ employees across the world, including at our global headquarters in St. George, Utah, or in one of our other offices in the UK, Germany, and Lehi, Utah.

If you share our passion for digital transformation and are ready to join us on this exciting mission, we would love to hear from you.

Position Summary

The role of Vice President of Customer Success is pivotal in elevating customer satisfaction, retention, and growth. This executive is entrusted with formulating and executing strategies that enable customers to maximize the value derived from our industry leading products and services. Supervising a team of customer success managers, this role ensures the delivery of unparalleled customer experiences by working collaboratively across various departments. Building robust relationships with key stakeholders, closely tracking customer health metrics, and building upon our incredible renewal rates. As a strategic visionary, this role continually strives to augment customer engagement, nurture enduring loyalty, and boost revenue through customer growth and advocacy.

Requirements

• Develop and implement customer success strategies that drive customer loyalty, retention, and revenue growth.
• Lead, mentor, and scale a high-performing customer success team.
• Establish and improve current key performance metrics and benchmarks related to customer success; monitor and report on them regularly.
• Foster a company-wide culture of customer success and align with all departments to ensure customer success goals are integrated into all company processes.
• Build strong customer relationships and create programs and strategies to enhance user experience.
• Work closely with cross-functional teams, such as Sales, Marketing, Channel and Product, to ensure a seamless customer experience and swift resolution of any customer concerns.
• Escalate critical customer concerns internally and mobilize resources to resolve issues.
• Develop and oversee customer satisfaction surveys to measure customer success and use this data to improve services.
• Formulate a lead generation strategy designed to enhance upselling and cross-selling opportunities.
• Oversee and strategically expand the support team to achieve industry-leading Net Promoter Score (NPS) ratings.

Required Qualifications

• Bachelor's degree in Business Administration or a related field. MBA or other relevant graduate degree is preferred.
• A minimum of 10 years of experience in a customer success leadership role, ideally in the content and/or print management space
• Proven track record of successfully building and leading customer success teams.
• Exceptional leadership, team-building, and mentorship skills.
• Strong customer relationship management and negotiation skills.
• Ability to analyze customer success metrics and implement strategies based on data.
• Excellent communication and presentation skills.
• Strong understanding of the content management industry and its customer service expectations.

Benefits

• Flexible work environment
• Paid parental leave
• Vacation Bonus
• Flexible paid time off
• Competitive pay
• A full suite of traditional benefits
• Training/Advancement opportunities
• 401k with company-match and immediate vesting
• Financial wellness education
• Company-contributed HSA
• Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.

Our Core Values

Vasion looks for people who will exemplify its core values and are driven to become:

• Action Owners (Extreme Ownership by Jocko Willink and Leif Babin)
• Candor Seekers (Radical Candor by Kim Scott)
• Relationship Builders (Leadership and Self-deception by The Arbinger Institute)
• Storytellers (Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller)

More About Vasion

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Additional Information

Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation, and other legally protected characteristics.