VP, Customer Success

Job Description

Job Description

Salary :

SimpliGov provides workflow automation, digital forms, and electronic signature solutions designed specifically for government agencies. The company's no-code platform helps state and local governments digitize their operations, accelerate processes, and improve the experience for both employees and constituents.

The VP of Customer Success is responsible for understanding the customers business needs, ensuring that they adopt and renew SimpliGovs products and identifying opportunities to grow revenue from within our customer base. This individual is responsible for leading and scaling a Customer Success organization initially through tenured individual contributor, and eventually through managers, for defined renewal revenue targets. The team under the VP of Customer Success will drive discipline and process around product adoption and renewal forecasting. The incumbent will help develop our customer journey and lead the charge in developing the content and method by which we support customers throughout the a segmented customer journey model (tailoring delivery methods to meet the needs of each segment).

Key Responsibilities :

Drive Customer Success Outcomes

• Improve renewal rates and reduce churn risk
• Increase future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Develop specific account plans and strategies to support customer retention and growth during the customer journey
• Identify expansion opportunities and work with Sales counterparts to grow revenue from within the customer base
• Drive future growth through greater advocacy and reference-ability
• Develop and maintain senior-level customer relationships at key accounts and network with high potential prospects
• Design and manage programs that delight customers throughout the customer journey while improving efficiency and enabling scale through repeatable processes and automation

Define and Optimize Customer Lifecycle

Measure Effectiveness of Customer Success

Develop systems, programs and AI that will drive adoption of the product, increase customer satisfaction and enable the teams to scale efficiently

Manage team to financial targets

Inspire Customer Success Across Company

Qualifications & Experience :

Personal Characteristics :

Ideal candidates for the role should have a track record of success and proven SaaS CS scaling experience. Their work will involve managing across a group of individual contributors and managers and have the ability to jump into customer escalations to retain customers. They should thrive on the opportunity to drive high-level customer strategy, as well as excel at tactical execution and making things happen hands-on.

The candidate should bring a sense of confidence, energy, positive attitude, vitality, and strong drive to succeed. Additional personal qualities include :