Full-Time VP, Customer Success

Reporting to the Chief Customer Officer the VP of Customer Success will ensure the long-term sustainability and profitability of Ping’s customers by leading initiatives that drive success at each step of the customer journey.  They will also enable customer value-addition by delivering the customers’ desired outcomes so Ping may drive expansion and realize the full value of the Ping and customer partnership.

KEY RESPONSIBILITIES:

• Provide strategic leadership of the customer success department.
• Developing and executing a customer success approach by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the success of the customer journey and department performance. 
• Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective
• Enabling desired customer success outcomes by aiding renewals and retention managers, helping to expand revenue, and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores.
• Design and manage the reach-out process, channels, and touchpoints, and helping the CS team work productively with these processes.
• Reviewing and adjusting all CS processes: onboarding, training, management, advocacy, upsell/cross-sell, and supporting renewals.
• Measuring, reporting, and analyzing others’ reports on the effectiveness of the CS initiatives.
• Recruiting, attracting, and onboarding new CS team members, helping them integrate with the team, and encouraging collaboration and learning within the group.
• Cross-functional team management, compensation management, and contributing to decisions regarding team structures.
• Managing customer relationships across the entire CS team, helping others on the team maintain and improve the relationships under their purview.

SKILLS AND COMPETENCIES

• Minimum 10 years of experience working as a customer success leader with accountability for a customer success department with proven performance and specific revenue goal achievement.
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders
• High emotional intelligence, and experience in applying those skills in a business context to influence positive outcomes for customers, partners, and team members. 
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models. 
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and, ideally, experience growing a business.
• Strong analytical and goal-oriented mindset with a bias towards action, backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.