Vice President of Customer Success
Invoca
 Santa Barbara, CA

We have proudly been recognized by INC Magazine with the Best Workplaces award two years in a row! Read more about this achievement and what makes us special here: https://www.invoca.com/press/invoca-recognized-as-an-inc-magazine-best-workplace-for-the-second-consecutive-year/

Commitment to our customers, collaboration, and continuous improvement in a positive environment are more than words written on a wall at Invoca, it’s our way of life. We take pride in an inclusive and egoless culture that helps us drive innovation and build value for both our customers and our people. And of course, there’s the competitive pay, great perks, and getting to work on an industry-leading product. If this sounds unlike most tech jobs you’ve had, you’re right. Come join us. We’re building something special.

JOB DESCRIPTION

Invoca is seeking a strong leader to oversee and expand our thriving Customer Success team. Invoca customers are strategic thinkers, often highly technical and hugely satisfied. So are our employees. This is a collaborative role, partnering with Sales, Marketing, Implementation and Invoca’s amazing Leadership team to ensure the success of every customer. 

Responsibilities


  • Drive key customer success outcomes


    • Increase renewal rates, in collaboration with sales 

    • Drive expansion revenue, in collaboration with sales, through cross-sell and up-sell

    • Improve customer lifetime value through higher product adoption and customer health / satisfaction scores

    • Expand the base of customer advocates and references


  • Define and optimize the customer lifecycle


    • Map and continually refine / iterate on the customer journey

    • Collect key data sets to monitor and listen for customer feedback

    • Segment the overall customer base, and define segment-specific strategies

    • Identify and execute on opportunities for continuous improvement, and benchmark against industry best practices


  • Manage key customer success activities


    • Customer onboarding and training

    • Professional services

    • Ongoing customer engagement

    • Customer support


  • Measure effectiveness of customer success


    • Define operational metrics for the team 

    • Establish cadence for team reviews

    • Expose relevant metrics to the executive team, broader company, and the board

    • Leverage technology to scale operations and improve effectiveness


  • Collaborate across teams and advocate for the customer across the company


    • Work with product and engineering to provide qualitative / quantitative customer feedback to help drive product roadmap

    • Engage with marketing to develop and execute customer marketing programs and events

    • Partner with sales to drive renewals, upsell, and cross-sell opportunities

    • Collaborate with Finance to improve renewal forecasting and measurement

    • Serve as the ultimate champion of the customer at the company, executive team, and board levels


  • Build organizational capacity and leadership within Customer Success


    • Attract high potential leaders and individual contributors to the team

    • Iterate and improve upon onboarding experience for CS team members

    • Encourage continuous learning and improvement


Required Experience / Skills


  • 10+ years leading customer-facing teams 

  • Strong empathy for customers and passion for revenue / growth

  • Deep understanding of financial levers in a recurring revenue business model

  • Ideally, experience in marketing / advertising solution areas where “test and measure” approaches to assessing value are critical

  • Analytic, process-oriented mindset, with a collaborative approach to interacting with other teams

  • Track record in driving continuous improvement

  • Strong communication and interpersonal skills, with the ability to effectively listen, empathize, navigate and mediate conflict and foster joint partnership

  • Demonstrated ability to manage executive relationships with customers, especially in complex situations

  • High-energy leader with a proven ability to inspire teams

  • Bachelor’s Degree, MBA strongly preferred

  • Strong Consulting skills and proven results working as a trusted advisor to drive business value for clients or partners

  • Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations

  • Ability to prioritize, multi-task, and perform effectively under pressure

  • Flexibility to travel (approx. 20%)

DIVERSITY AND INCLUSION STATEMENT

“Our company is committed to creating a culture that is not only grounded in continuous learning, teamwork, and customer success, but is fair, equitable, and welcoming for everyone.” Gregg Johnson CEO

And to us, diversity and inclusion means even more than treating current employees well and making them feel welcome. It also means proactively hiring people who bring different insights because of their unique demographics, ways of thinking, and prior experiences.

We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Invoca will always be a place filled with laughter, energy, hard work, thoughtfulness and respect.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.