Bonusly este o companie de tehnologie pentru resurse umane care oferă o platformă SaaS B2B pentru recunoașterea și recompensarea angajaților. Instrumentele sale facilitează recunoașterea reciprocă între colegi, notificările automate pentru etape importante și anunțurile, precum și accesul la o gamă variată de recompense. Managerii pot folosi informațiile oferite de platformă pentru a înțelege implicarea și performanța echipelor. Produsul Bonusly urmărește să facă din recunoaștere o parte a culturii cotidiene la locul de muncă.
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.
Descriere
- 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.
Cerințe
- 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.