VP of Customer Success

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