AVP Customer Success

Customer Success Leader, Americas

About:

Empiric’s client is at the forefront of security validation, empowering organizations to effortlessly assess the robustness of their cybersecurity defence’s. Our client’s platform reveals real-time security vulnerabilities across all layers, enabling businesses to identify current risks swiftly and comprehensively, regardless of their scale making our client the main vendor security experts rely on.

Location: Must be based East Coast or Central US.

Salary:$300K OTE

Role: Customer Success Leader, Americas

This role calls for an experienced customer success professional who thrives on nurturing exceptional customer connections, demonstrating a distinctive blend of enthusiasm, expertise, people-focused leadership, and a track record of driving transformative organisational changes. This role is a leadership position concentrated on enhancing customer satisfaction, ensuring retention, and boosting revenue through adept management of client relationships.

Responsibilities:

·Lead and inspire a team of customer success managers, providing guidance, mentorship, and performance management.

·Lead negotiations of contract renewals, securing terms that align with customer expectations and company objectives.

·Develop and execute strategies to enhance customer retention rates and minimize churn, directly contributing to revenue growth.

·Measure, analyse, and report on key metrics such as customer satisfaction scores, retention rates, and revenue growth.

·Cross-Collaborate closely with internal teams, including Customer Operations, Product Development, to advocate for customers' needs.

·Collaborate closely with the sales team to identify opportunities for upselling and cross-selling during the renewal process.

·Regularly travel to customer sites.

Qualities:

·10 years of experience in customer success, account management, or related roles.

·Previous experience in people management and leadership, with the ability to mentor and develop a team.

·Demonstrated expertise in negotiating complex contracts and achieving sales renewals to meet revenue targets.

·Strong analytical and problem-solving abilities, enabling effective resolution of customer challenges.

·Proven track record in managing customer relationships and driving renewals.