Optimove is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world's most exciting brands, such as Papa John's, Staples, and Entain, who love our thought-provoking combination of art and science. With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we're on the cusp of our next growth spurt. It's the perfect time to join our team of ~400 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with Optimove is basically guaranteed.
Optimove is seeking a VP of Customer Success, Americas based out of our NY office. The role is all about retaining our customers through helping them achieve real business outcomes. The ideal candidate has a rich experience leading enterprise accounts, strategic relationship management, team management strong analytical, and business orientation.
The VP of Customer Success is responsible for building strategic relationships with key customers, mentoring and leading a highly skilled team of CSMs (ICs to Directors), taking part in setting the company’s customer success strategies and collaborating with cross-functional leaders in the company to deliver excellent results.
The selected candidate will develop strong strategic relationships with our American Enterprise clients , lead executive business reviews, understand each customer’s business, lead renewal strategy and discussions with Account Managers, identify opportunities and risks, and (together with the Sales and Professional Services teams) ensure that these are successfully addressed.
The successful candidate needs to have a strong knowledge of the Optimove platform and services, as well as a solid understanding of the customer onboarding process. S/he also needs to be able to effectively demo all Optimove products, to personally take customer calls and to fully understand the customer experience and journey.
The overriding goal of this position – and its primary success metric – is customer retention.
Responsibilities
Lead the executive leadership of a select group of strategic customers on an ongoing basis, and liaise with external and internal stakeholders, as needed
Lead a team of Customer Success Managers (ICs, TLs and a Director) in America from our NY office (minimum of 3 days a week at the office), which includes fostering an environment of collaboration and continuously focusing on improving and developing each team member’s skills
Lead renewals and expansions alongside the AM team
Influence customer future lifetime value, through high product adoption, customer satisfaction and overall customer health
Collaborate with cross-functional teams to develop specific short- and long-term account plans that meet the needs of customers while maximizing customer revenue and retention
Understand each customer’s goals, businesses and industries to best position Optimove to provide actionable insights that support their business goals
Collaborate with Optimove’s executive team and other internal leaders to achieve customer success goals and contribute to overall company objectives
Desired Skills, Experience and Qualifications
- Bachelor’s Degree required; Master’s Degree preferred
- 5-7 years’ experience leading customer success managers, account management, or sales teams in a SaaS or subscription software company
- 5+ years’ experience leading strategic enterprise account management
- Experience in people management and development, including proven leadership through accountability, continuous learning and improvement
- Proven record in leading commercial discussions to include upsells, renewals, commercial disputes and more
- Experience working in the Marketing Technology space is a plus
- Detail-oriented individual who also can think and plan strategically
- A self-motivated problem solver with creativity, a strong work ethic and a high energy level
- Executive-level interpersonal, project management, problem-solving and verbal and written communication skills
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
- Proactive, self-motivated team player who can inspire both team members and customers
- Travel requirements: up to 20%-25% of the time
For those applicants in the NYC area, the salary range for this role is $170,000 to $200,000. The salary offered will be based on experience, role, and location.
