Vp Customer Success

5 months ago

Vancouver, Canada ActiveState Full time

**VP CUSTOMER SUCCESS**:
This position is available to remote workers anywhere in North America. You can also choose to work from our headquarters in beautiful Vancouver, BC.

**What you’ll be doing**:

- Lead, expand, and mentor a high-performing Customer Success organization; set strategy and define objectives designed to drive Renewal and Expansion targets
- Develop and maintain strong relationships with customers; understand goals, needs, and challenges, and deliver outcomes demonstrating ROI from ActiveState products
- Define the customer journey and develop programs designed to maximize value across customer objectives and use cases; collaborate cross-functionally to identify and pursue customer growth opportunities; monitor customer health and satisfaction and proactively address issues and risks
- Represent the voice of the customer and influence internal stakeholders by providing a customer-centric mindset across the organization; advocate for customers and act as their trusted advisor and partner
- Architect the customer success organization to scale in alignment with revenue ambitions and strategic go-to-market plans; partner with sales leaders and account executives to develop account plans resulting in upsell, cross-sell, and renewal opportunities
- Partner with Marketing on champion building and advocacy through events like Customer Advisory Boards and development of case studies

**Requirements**:

- A passion for customer success and a track record of delivering and scaling exceptional customer experiences
- Demonstrated experience in a Customer Success (or similar) role, managing relationships with large, global, and complex organizations, preferably working with a technical enterprise product.
- Experience identifying patterns in customer behavior or responsiveness that indicate early warning signals of churn or advocacy and collaborate with Product, Marketing and Sales to achieve positive outcomes
- Experience building and managing teams in a fast-paced and dynamic environment
- Software development, SaaS, and technical experience and ability to speak to technical customers in their language; familiarity with software development tools, processes, and frameworks a plus
- Excellent written and spoken skills, both technical and non-technical
- Effective and productive collaborator to drive cross-functional initiatives
- Humble attitude, eagerness to help others, and desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
- A track record of developing and mentoring great talent, and building and motivating high-achieving teams

**What’s in it for You**:

- Working for a stable and growing company that offers the environment and personal growth potential of a start-up.
- The chance to work with a smart, passionate team of people.
- Competitive salary and bonus plan.
- Comprehensive benefits package and health/wellness credit program.

**Working at ActiveState**:
ActiveState has a collaborative, respectful, and professional culture. We’re all about working together to find the best solutions, and making sure that the experience of doing so is positive for everyone involved. There is a commitment from the CEO on down to making work at ActiveState a great experience for all.

Our company is a team of 60+ and growing, with 2/3rds of the positions in technical roles. We maintain a set of core, overlapping hours, but we’re flexible with specific start and end times and are understanding about appointments and life events.

**How to Apply**:
Please submit your contact info, resume, and a cover letter below. Submissions without a cover letter will not be considered. We look forward to hearing from you

We are committed to creating a welcoming environment for everyone at ActiveState and we welcome applicants from all walks of life. Even if you don’t feel you meet every exact requirement, we still would love to hear from you and why you think you would be an awesome addition to our team and we encourage you to apply.

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