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VP of Customer Success

Full Time | American Fork, UT

Job Description

Journeyfront is a fast-growing enterprise software startup on a mission to transform the way the world thinks about the importance of hiring right – and how to do it. As a hiring platform, Journeyfront helps companies predict candidate performance, job satisfaction, and retention using a variety of different data-driven, customizable hiring tools: assessments, skills tests, job previews/simulations, interview tools, etc.

We are hiring a full-time Vice President of Customer Success to lead our Customer Success Department, reporting directly to the CEO. This person will be responsible for customer onboarding, management, and renewal / expansion, while maintaining a superior customer experience. They will collaborate closely with other leaders and departments within the Company: Sales, Product, Science, Marketing, etc.. 


Leading & Managing Others

  • Hire, onboard, train, and supervise / mentor a growing Customer Success team 
  • Monitor customer health across growing customer base, including key customer success metrics (customer satisfaction/NPS, customer retention/expansion, product usage, etc.) 

Process Design and Improvement 

  • Design and improve key customer success process: customer onboarding, account management, renewals/expansions, etc.
  • Monitor effectiveness of team and processes by defining operational metrics and tracking within internal systems
  • Identify and remove obstacles to delivering consistently high levels of service as needed

Sales and Change Management

  • Sell customer stakeholders on Journeyfront solutions
  • Advise clients on successful roll-out and adoption of Journeyfront products
  • Develop customer relationships, build coalitions, and anticipate and respond to any threats that may impede likelihood of Customer’s success 

Strategic Problem Solving

  • Work with customers and colleagues in identifying, analyzing, and solving Customer problems as they arise
  • Strong Customer-First mindset
  • 5+ years in Customer Success in high-growth B2B SaaS environment or 3+ years of Experience at Top Management Consulting Firm
  • Bachelor’s or Master’s Degree
  • Minimum of 3+ years of prior leadership experience
  • Proven success leading and mentoring others
  • Proven change management experience, including work with business executives 
  • Excellent presentation skills
  • Excellent communication skills (both written and verbal)
  • Analytical ability/proficiency in problem-solving
  • Proficiency in PowerPoint and Excel
  • Passion for startups/company building 
  • Previous startup experience is a plus
  • Salary + bonus
  • Stock Options
  • Health Benefits
  • Purpose Driven Work
  • Opportunity to rise fast with a growing company
  • Regular training and coaching