VP, Customer Success

Posted 4 weeks ago

Position Summary:

Ascent360 is seeking a highly motivated customer-focused leader to join our team as VP, Customer Success. We are seeking an experienced leader who can lead a team through change and maturity projects from inception to completion to assist with company growth. The ideal candidate will have experience working with clients in a B2C marketing agency environment with multi-channel marketing and industry knowledge.  They will be responsible for setting the culture of customer support and will manage a team of account managers and other customer operations specialists.

They will be responsible for the overall P&L of the customer base, and will work to help balance company profitability while meeting customer needs.  They will be the lead executive in charge of customer meetings with all levels of customer organizations. 

Come work with one of the fastest growing companies in Denver and one of the TOP places to work according to Outside Magazine’s 50 Best Places to Work.  We have a fun office with great views and amazing options for mountain biking, trail running, road cycling, cross fit (down the street) & more right outside our doorsteps with an in-office shower! Other perks include a company ski trip, an in house kegerator and access to Pro Deals on your favorite outdoor brands (up to 70% off!). 

Essential Functions:

Customer Management

  • Lead a team of Account Managers to help customers realize the full potential of our SaaS software in helping them grow revenue
  • Responsible for all customers, the VP, Customer Success effectively balances customer demands with internal demands associated with staffing and resource planning, financial management, competing deadlines, and motivating their team to deliver best in class results to our customers daily
  • Ensure customer objectives are met by overseeing the development and execution of strategic marketing plans in collaboration with the appropriate subject matter experts and outside agencies if applicable
  • Work with customers on strategy, tactics, forecasts, budgets, projections, and performance metrics
  • Must be able to interpret and provide recommendations around marketing results and continually confirm the customer’s investment is sound
  • Drive the development of strategic solutions for our customers to fulfill these strategies on time, on budget and with maximum efficiency of resources
  • Analyze omni-channel marketing results and make necessary adjustments to the communication plan to stay on goal
  • Executive-level engagement of existing and prospective stakeholders in constant dialog around how to improve their marketing results
  • Responsible for leading the customer executive sponsorship program

 Team Leadership

  • Cultivate and lead a cohesive Customer Services team to deliver exemplary customer service and build upon team members’ strengths. Rally the team to exceed customer expectations. Provide feedforward coaching to team members, foster collaboration and encourage continuous learning
  • Work closely with the Customer Success team to help the team grow customer’s revenue and market share utilizing their strong orientation for service and delivery
  • Develop team members through training and identifying areas for growth, coach them to close talent gaps and motivate them to develop skills through regular feedback sessions
  • Lead the Customer Success team with a thorough knowledge of marketing strategy, competitive landscape, challenges and opportunities

Organizational Contributions

  • Monitor and manage financial performance of each customer
  • Identify, build relationships, and manage a group of partners who can assist in delivering world-class services to our customers
  • Development and delivery of renewal proposals and ensuring customer profitability and satisfactory renewal rates
  • Leadership of periodic strategic planning efforts, advisory/strategy consulting engagements, and accountability for the quality and business impact of ongoing customer work
  • Lead change initiatives, develop staffing plan, and identify, implement, and manage tools related to superior customer services
  • Attend industry conferences, symposiums and conduct presentations at the national level

Skills & Attributes:

  • Minimum of 10 + years’ experience in relevant relationship marketing disciplines including multi-channel marketing strategy, online/offline media, infrastructure, integrated campaign management, email execution, etc.
  • At least 8+ years of direct, focused experience applying the above within the retail, resort, and/or brand categories
  • Experience managing large, complex, multimillion-dollar accounts with strategy, analytics, digital and creative components
  • Previous experience within a major consulting firm or marketing agency preferred
  • Strong experience managing the financial aspects of a book of business including forecasting revenue, costs, profit margins, invoicing, reporting your financials to company executives, etc. Should be financially disciplined and feel at home working on Excel spreadsheets and internal accounting and forecasting programs. Responsible for profit and loss on an account
  • Experience hiring, managing, and developing a team who is responsible for the day-to-day execution of customer programs. Must thrive on building highly effective teams; possess strong people management skills
  • Proven strategic leadership and cross-team program management in a matrix environment
  • Experience working with customers through difficult conversations and prioritizing work
  • Solid understanding of all key channels (e-mail, Web, Direct Mail, Telemarketing, Search, Display and other Digital services)
  • Analytically minded, specifically comfortable with data, response metrics and trends
  • Actively develops and shares personal POV on relevant topics (e.g., CRM, customer centricity, market evolution)
  • Typical travel requirement of 30% to 50% with customers, prospects, and industry events; travel will fluctuate with activity and opportunity and at times the requirement may be greater

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