Vice President, Sales

7 months ago

Vancouver, Canada Unbounce Full time

We're a people-first, customer-obsessed company motivated by our passion for empowering digital marketers to achieve success with their campaigns. With intuitive landing page builders and a comprehensive suite of AI-powered features, our Conversion Intelligence platform helps you grow smarter.

Our team's technical expertise and creativity work together to drive our mission forward every day. We aim to continue being an innovative and inspiring company that both our customers and employees admire. We're seeking an incredible people leader who will drive a high-performance culture as the Vice President of Sales & Customer Success. In this role, you will play a pivotal role in overseeing Sales, Enablement, and Support. You will have ownership of all Sales and Customer Success initiatives and be a champion and advocate for a customer-first approach to our business, and in our purpose to help our customers grow smarter.You will be responsible for ensuring the long-term sustainability and profitability of the Sales and CS initiative, carefully watching each step of the customer journey to enable customer value, and delivering the customers' desired outcomes.

**About the role**:
In this role you will report directly to the Chief Marketing Officer who leads the Revenue Unit which includes Marketing, Sales and CS. You will set the strategic vision for Sales & CS, aligning it with Unbounce's priorities and revenue-generating initiatives. Your success will be predicated on your ability to develop and execute on strategic priorities that will be measured by your ability to both grow and retain a customer base and inspire your team to deliver value. We are seeking a leader who has experience in implementing automation and optimization technologies to drive enhanced digital support and onboarding experiences. We want someone who can harness data-driven insights to inform strategic decision-making, optimize processes, and drive business growth.

**What you'll be doing**:
1. Leadership and Strategy:

- Lead the Sales & Customer Success department, ensuring it becomes a scalable, high-performing advocate for our customers.
- Establish and communicate a clear long-term vision for CS, focusing on customer value, revenue growth, and team development.
- Act as the chief customer advocate, championing customer-centricity throughout the organization.
- Drive a high-performance culture, fostering growth, accountability, and excellence within your teams.
- Coach, mentor, and develop your teams with effective professional development strategies.

2. Metrics and Performance:

- Define and monitor CS metrics crucial to our organization's priorities and revenue goals.
- Manage and meet targets for New Customer Acquisition, Upsell, Net Revenue Retention, Activation (incl. conversion rates), Customer Satisfaction (CSat), and Net Promoter Score (NPS).
- Drive customer success by fostering creativity, problem-solving, and innovative thinking within your teams.

3. Revenue Expansion and Retention:

- Enhance revenue expansion and retention through process enhancements, data-driven analysis, and project implementation.
- Collaborate with Revenue Operations to optimize customer lifecycles, processes, channels, and touch-points.
- Review and improve all CS processes, including implementation, service, support, advocacy, upgrades, renewals, and churn management.

4. Enablement and Portfolio Management:

- Develop and execute a comprehensive enablement strategy, equipping the Sales & CS team with the tools, knowledge, and skills to excel in a sales-focused environment.
- Manage a portfolio of our most strategic customers, representing over 30% of the company's revenue.
- Leverage your account management expertise to drive both Net Revenue Retention and expansion revenue within your portfolio.

5. Cross-Functional Leadership:

- Manage cross-functional teams, make decisions on team structures, and oversee compensation and performance management. Promote a customer-first approach across the organization, emphasizing the value of CS.

**A little bit about you**:

- 7+ years of experience leading managers and multiple large teams.
- 8+ years of experience in SaaS Sales, Customer Success, Customer Experience, or similar roles.
- Deep understanding of Saas Sales best practices in a Customer Experience Environment
- Strong data and analytics skills
- Proven track record in building high-performing teams.
- Exceptional relationship-building skills with the ability to influence senior leaders across departments.
- Strong belief in the power of mindset and a growth-oriented approach.
- A commitment to the connection between happy customers and engaged teams.
- Proficiency in establishing clear, measurable outcomes and a focus on results.
- Effective communication skills, even in large meetings.
- Experience using or implementing OKRs, Scaling Up, and Reforge models of customer engagement is a significant advantage.

**Share our values**:

- Courage
- Am

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