- We’re looking for a Vice-President of Customer Success to oversee and grow our Customer Success team and activities globally!
- As part of the executive leadership team and reporting to the CEO, you’ll be responsible for a team that is crucial to Optibus’ success and growth
- You’ll bring expertise in modern Customer Success methods and approaches, in addition to delivering mission critical systems that are at the heart of public transit
- You’ll also be responsible for employee engagement globally, under a diverse Customer Success organisation
- This global team is made up of Customer Success Engineers, Support Engineers, Education Specialists, and Project Managers
- You’ll also foster collaboration across the global Customer Success team, in addition to cross-functional collaboration with teams such as Revenue, Product, Marketing, and Legal
- Drive Customer To Value:
- Focus on reducing churn, driving product adoption, increasing customer satisfaction, and identifying expansion opportunities
- Optimize the Customer Lifecycle:
- Define the customer journey, adopt industry best practices, and drive long-term strategic planning for the department
- Develop Expertise in Transportation Management:
- Become deeply familiar with the transit space to effectively educate clients and help them hit milestones throughout their journey
- Demonstrate Business Acumen and Value Delivery:
- Craft compelling narratives and prove out customer value through comprehensive business reviews and strategic touch-points
- Advocate for the Voice of the Customer:
- Act as the learning engine of the organization to infuse customer feedback and insights into all aspects of the business
- Maintain Operational Excellence:
- Apply a metrics-driven, results-oriented, and process-focused approach to solve problems with a high attention to detail
- Build and Develop Talent:
- Recruit, mentor, and grow a team of world-class customer success professionals as the company’s customer base expands
- Improve Organizational Efficiency:
- Drive team productivity, increase automation and AI-adoption, and enhance customer self-service options
- Foster Cross-Functional Alignment:
- Build strong partnerships with peers across Sales, Product, Marketing, Finance, and other internal departments
- Deliver Executive-Level Communication:
- Utilize excellent written and oral communication skills to document and present complex ideas to senior executives both internally and externally
Past success launching programs aimed at measurably improving customer outcomes, experiences, and retentionAbility to inspire and motivate teams by leading with curiosity, empathy, transparency, integrity, and grace under pressureDemonstrated success working cross-functionally and acting as an influential communicator and SaaS thought-leader across diverse culturesA demonstrated track record of exceeding goals and driving customer revenue past the $50M+ ARR markDeep understanding of modern Customer Success playbooks, customer value drivers, and recurring revenue business modelsVery nice to have: Fluency in an extra European language (such as Spanish, Portuguese, German, or Italian)5+ years of experience building, scaling, and driving a globally distributed, fast-paced Customer Success organization, including delivery, support functions, operations, etcExperience in delivery of complex, mission critical products and projectsFunctional leadership experience spanning multiple domains, including Customer Success Engineering, Professional Services, and Customer SupportVery nice to have: Prior experience working in Public Transit, ITS, CAD/AVL in a similar capacity
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