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VP of Customer Success

Relyance AI

Relyance AI

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Tuesday, July 2, 2024

As Relyance AI’s VP of Customer Success, you will be a member of the Executive Team responsible for building a scalable, data-driven Customer Success function. You will drive customer goals, product utilization, and revenue expansion by ensuring engagement, success, retention, renewal, and growth. You must be a proven leader who is hardwired to build and execute strategy, as well as offer a best-in-class customer experience. They will be responsible for leading and developing a results-oriented and proactive team and will architect, implement, and continuously improve operations and processes.

As a VP of Customer Success, your role will include:

  • Defining the strategy and a detailed execution plan to provide a premium experience and value for our customers
  • Architecting the customer success and solutions strategy to leverage and scale in support of our revenue ambitions.
  • Recruiting, motivating, and leading a high-achieving, world-class customer success team.
  • Driving proof-of-value, product adoption, and long-term engagement by defining the customer journey and optimizing the customer lifecycle, including customer goal achievement, promoting new features, and identifying new use cases.
  • Full end-to-end responsibility for customer journey from post-sale to on-going success, support, renewals, and business growth.
  • Building the process from Sales to Customer Success handoff through Customer Use and on to engineering to communicate requirements and feedback accordingly.
  • Partnering closely with our Sales, Engineering, and Product leadership in engaging prospective and existing customers to define goals/success criteria, and leverage our product features to achieve them.
  • Driving customer advocacy and influence internal stakeholders by promoting a customer-centric mindset throughout the company.

This role could be a fit for you if you bring:

  • 8+ years of experience leading customer success functions in high-growth SaaS environments.
  • Technical SaaS expertise to be able to communicate with, understand, and support Engineering and Security functions.
  • A track record of building and driving the Customer Success arm of an organization from the ground up, with a strong strategic vision for the ideal customer experience.
  • A data-driven decision-maker with exceptional business acumen and excellent communication and presentation skills.
  • Experience working with a variety of different customer profiles, including legal, engineering, IT, security, privacy, and data protection.

Bonus points for:

  • Experience growing and scaling a customer success team with a fast growing number of customers.
  • An understanding of/familiarity with the data privacy or security industry.

Working at Relyance AI

At Relyance AI, we create an unreasonably hospitable and data-driven culture. We prioritize exceeding customer, and each other’s, expectations in every interaction. This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm. Behind the scenes, trust and freedom allow team members to find creative solutions, while shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other. We deconstruct failures to learn from them and take great pride in our successes; celebrating both.

Relyance AI is proud to be an equal-opportunity employer. We celebrate representation and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location. As such, the base salary pay range for this role is $200,000 to $250,000.