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VP of Customer Success, North America

Company: Gtmhub
Location: Denver
Posted on: February 25, 2021

Job Description:

If you are the kind of person who believes that people feel more fulfilled and empowered in their work when they see a direct connection to a mission that matters to them, then Gtmhub may be right for you. We believe that everyone deserves to work in an environment where there is consistent alignment between mission and activity; where transparency breeds trust; where accountability reigns; and where focus results in positive outcomes. That is why we have built the world's best business orchestration platform, powered by the proven OKR methodology, so our clients (and we!) can achieve the missions that matter. Gtmhub is seeking a Vice President of Customer Success to lead our Customer Success organization. This position will report to our Chief Operating Officer and will work across time zones ranging from Sofia, Bulgaria (engineering & product hub) to Denver, Colorado (customer-facing and global HQ). Our Customer Success is unique as our platform host customer's strategies (Objectives and Key Results - OKRs) requiring a highly consultative approach among our Customer Success Managers in addition to SaaS responsibilities. This presents both challenges and opportunities working with the C-Suite at brands such as Adobe, Red Hat, NIKE, Experian, Lumen, Mazda, & CNN. Our ideal candidate has mastered the art and science of Customer Success/Account Management while wielding a consultative approach and is ready for a new challenge to build a quickly scaling organization at a company that grew 3x in 2020 and has just raised a Series B of $30 million. What You'll Do:

  • Become an expert on Gtmhub's platform to educate customers and the team on the use and benefits of our strategy execution software. This entails becoming a guru on OKRs.
  • Use your expert Gtmhub product knowledge to constantly define value for our customers and lead your account teams to decrease time to value.
  • Use your executive influence to build credibility, relationships, and influence C-level stakeholders. Be able to build champions that result in deep trusted relationships and coach that ability among the global CS team.
  • In succeeding to show value to customers while building internal champions, you'll naturally influence renewal and expansion conversations. This requires understanding complex, matrix organizations to identify and activate expansion opportunities.
  • Ability to hold product, engineering, sales, and support leadership & teams accountable to commitments made to customers. This also includes managing our partners who deliver 'OKR activation services' in conjunction with our Gtmhub teams. Effective cross-functional, global collaboration is required to be successful in this role.
  • Build on our foundational CSM team to meet the challenges of tackling change management/digital transformation for Fortune 1000 Enterprises using Gtmhub.
  • Envision and execute Gtmhub processes & programs that deliver incredible value to some of the most recognizable brands in the world. This requires architecting and communicating the business value of a SaaS solution and coaching the global CSM team to do the same.
  • Develop, review and execute 'Success Plans' that roadmap the customer's value with Gtmhub and are reviewed quarterly during QBRs.
  • Guide your account teams to drive excellent customer health (MAU, WAU, NPS, references, case studies, onboarding time).
  • Partner internally to identify financial targets, provide ongoing performance forecasting, and meet our retention/renewal targets.
  • Promote a feedback loop and insights on prioritization to the Product and Engineering teams to represent the voice of the customer and the needs of the customer-facing teams.
  • See our customers face to face to build deep trust - up to 50% travel is highly possible. Requirements
    • 8-10+ years of Customer Success/Account Management experience at a SaaS company.
    • 3-5+ years of consulting/advising experience.
    • Have a plethora of successful tactics (or playbooks) for executive engagement, account planning, content creation, and connecting business value to technology.
    • Highly knowledgeable in the SaaS marketplace and apply that knowledge to Customer Success/Account Management.
    • Understands the daily requirements of a fast-paced start-up scaling rapidly and takes pride in being able to level-up his/her teams to meet growing pain challenges.
    • Have an intellectual curiosity and are passionate about the work you do.
    • Ability to understand and articulate technical concepts simply and derive solutions confidently.
    • A proven leader who brings contagious energy to your teams that translates to customers.
    • Enjoys consulting/advising to solve complex customer problems creatively and can relay those solutions through excellent communication.
    • Has experience with Salesforce, Jira, and of course, OKRs!
    • Competitive base salary and bonus opportunities (salary range of $140k - $160k)
    • Stock option opportunities
    • Unlimited PTO
    • Full medical, dental, and vision insurance coverage through United Healthcare
    • Access to a 401(k)
    • Meaningful and challenging work
    • Uniquely open and casual environment
    • The opportunity to work with very smart and driven people
    • The ability to grow your talents and career Gtmhub collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details. Gtmhub does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Keywords: Gtmhub, Denver , VP of Customer Success, North America, Executive , Denver, Colorado

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