Identity Automation LP

Vice President of Customer Success

3 weeks ago(11/29/2017 10:57 AM)
Job ID
# of Openings
Customer Service/Support


We are currently looking for a dynamic, driven individual to join our team as Vice President of Customer Success. This is an executive-level position, reporting to the CEO, responsible for building, directing, and managing a world-class Customer Success team at Identity Automation.

This includes responsibility for the direction and leadership of our core Customer Success activities (e.g., deployment, on-boarding, support, services, adoption, advocacy, retention, etc.) and responsibility for improving outcomes (e.g., renewals, up-sells, etc.).



Essential Duties and Responsibilities

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores (e.g. NPS)
  • Drive new business growth through customer advocacy and reference-ability
  • Collaborate with Sales to expand our revenue in existing accounts through cross-selling and up-selling

Define and Optimize Customer Lifecycle

  • Optimize the Customer Lifecycle — onboarding, implementation, training, and support, escalations, protocols, and processes —through close collaboration with other parts of the organization
  • Refine system onboarding processes to maximize time-to-value and customer usage / success

Manage Customer Success Activities

  • Manage IA’s customer programs to ensure seamless onboarding, services, training, support, day-to-day account management, and customer advocacy
  • Oversee issue management processes ensuring they provide excellent level of customer service and meet optimal SLAs
  • Manage Implementation, Services, Technical Support and Account Management teams
  • Work with CFO to develop annual budget recommendations including headcount plan, productivity goals, and other expenses, and manage expenses to the established budget/plan.
  • Enhance effectiveness and efficiency through technology

Measure our Own Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company, and board


Build and Lead a World Class Team

  • Mentor existing team members
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team


Inspire and drive Customer Success culture across the company

The role will also require the leader to have exceptionally strong influence and collaboration skills and an ability to develop effective relationships with key internal and external stakeholders.

  • Create company-wide culture of Customer Success
  • Partner with Marketing, Sales, Product leaders to market to existing customers, drive product roadmap, and focus on selling with a retention focus Drive company-wide definition of ideal customers with different segments


  • 8+ years experience in leading customer-facing organizations
  • Software industry experience required
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Strong software deployment/implementation/services project management skills



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