Bonusly is an HR tech company offering a B2B SaaS platform for employee recognition and rewards. Its tools support peer-to-peer recognition, automated milestone acknowledgments and announcements, and a range of rewards. Managers can use platform insights to understand team engagement and performance. Bonusly’s product centers on making recognition part of everyday workplace culture.
VP of Customer Success
Lead customer success at Bonusly, a SaaS employee-recognition platform, across the United States. Build post-sale teams and programs that strengthen retention, expansion, and customer advocacy.
Сипаттама
- Set Bonusly’s overall customer success and support strategy.
- Improve the customer journey from onboarding and adoption through value realization, retention, expansion, and advocacy.
- Recruit, lead, and develop the customer success team.
- Show measurable customer returns from Bonusly’s solutions.
- Coordinate with Sales, Marketing, Product Development, Customer Programs, and Enablement to create a unified customer journey.
- Lead upsell, cross-sell, professional services, and customer expansion initiatives.
- Set and refine engagement rules with Sales leadership.
- Bring data-backed customer feedback to Product and Engineering teams.
- Build strategic relationships with key customer stakeholders.
- Oversee critical accounts and resolve executive escalations.
- Promote operational discipline, continuous improvement, and reliable execution.
- Manage the customer success organization’s budget and resource allocation.
- Represent Bonusly at industry events, conferences, and thought leadership activities.
Талаптар
- Bring at least 8 years of progressive leadership experience in customer success, account management, or post-sales roles at a B2B SaaS company.
- Have at least 3 years in leadership positions at Director level or above.
- Demonstrate success managing multi-level teams, including managers of managers, and scaling organizations through significant growth.
- Show deep knowledge of SaaS business models, customer lifecycle management, retention, expansion, and advocacy.
- Experience in HR technology, employee engagement, or performance management is strongly preferred.
- Understand relevant buyer personas and industry dynamics.
- Bring expertise in strategic planning and financial management, including budget ownership, forecasting, and data-driven KPIs.
- Apply exceptional analytical and problem-solving skills.
- Translate complex data into actionable strategies and clear narratives for executive audiences.
- Have developed and implemented customer success models, including high-touch, tech-touch, community-led, and managed services.
- Understand sales methodologies and how they intersect with customer success.
- Adapt, persevere, and work resourcefully in a dynamic startup environment.
- Navigate ambiguity with strategic foresight.