Customer Success Associate enhancing value delivery and engagement for a global customer success organization. Focused on account infrastructure, program enablement, and operational excellence in a tech company.
FL
Hybrid Senior Vice President, Customer Success
Posted last month
About the role
- Senior Vice President leading Customer Success for FinQuery's accounting automation platform. Managing customer lifecycle and retention strategies for a multi-product environment.
Responsibilities
- Own the entire post-sale customer lifecycle as the Senior Vice President, Customer Success.
- Set the vision and build the operating model while managing the CS leadership team.
- Partner closely with Sales, Product, Professional Services, and Support to ensure measurable customer outcomes.
- Protect high customer retention and expand existing relationships.
- Build a scalable Customer Success organization to support multi-product strategy.
- Act as a strategic owner for the installed base using customer feedback to inform company strategy.
- Drive financial outcomes including Gross Retention and Net Revenue Retention (NRR).
Requirements
- 12 or more years in B2B SaaS with seven or more years progressive leadership experience building and developing multi-level Customer Success Management teams in an enterprise SaaS environment.
- Proven ownership of ARR retention and expansion targets at scale, preferably in a multi-product environment.
- Experience serving accounting, finance, or compliance buyers, or another workflow where accuracy and time to close matter.
- Strong operator who builds dashboards, reviews data weekly, and can speak to churn at the account level.
- Exceptional executive presence, communication, and influencing skills utilized to present to customers, the C-suite, and the board.
- Expertise in CRM (HubSpot, Salesforce) and customer success platforms (Gainsight, ChurnZero, or equivalent).
- Demonstrated experience in cross-functional leadership to influence internal organizations on strategic GTM initiatives.
- Familiarity with AI tooling, journey orchestration, and agentic models in CS.
- Deep understanding of customer lifecycle management, including onboarding, QBRs, journey mapping, and digital CS strategies.
Benefits
- Annual employee development program stipend of $2,000 for each employee
- Mentorship program (available immediately)
- Sabbatical program (4 weeks after 5 years of service)
- Advancement opportunities based on results
- 401(k) plan with employer matching
- Signing stipend for a work-from-home setup
- Great health benefits with multiple plan options
- Flexible PTO (including 11 holidays and your birthday off)
- Free gym membership at our office (Atlanta HQ)
- Casual dress environment (when in office)
- Catered lunches every Tuesday & Thursday (when in office)
- Parental Leave Benefits
- Fertility/Adoption Assistance
- Annual tutoring stipend for your children (pending eligibility)
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