Vice President / Director, Customer Success
Customer Service, Sales & Business Development
Posted on Tuesday, September 19, 2023
The Vice President of Customer Success is an experienced leader in Customer Success who heads our Customer Success Organization. You will be responsible for bringing your strategic vision and innovative approach to lead critical customer-facing teams at Spendesk. Reporting to the Chief Operating Officer, the Vice President of Customer Success plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Spendesk's customers.
The Vice President of Customer Success should have an action-oriented mindset, be excited about the idea of rapidly scaling internationally, and thrive in a dynamic, fast-paced, transparent, and values-driven leadership team and company while enabling both customer and company success.
Customer Success Strategy and Operations
- Develop and implement effective customer success strategies for each country, taking into account regional differences and customer preferences.
- Leverage customer success data and insights to identify opportunities for upselling and cross-selling, working with the Sales team to drive revenue growth.
- Optimize and streamline customer success processes for efficient and scalable management of customer base growth.
- Collaborate with the Sales, Marketing, and Product teams to ensure that customer success initiatives align with company goals and product enhancements.
- Foster a culture of customer advocacy within the team by encouraging customer referrals and testimonials.
Customer Relationship Management
- Ensure high levels of customer satisfaction by continuously monitoring feedback, conducting surveys, and implementing improvement strategies.
- Personalize success plans for strategic customers, demonstrating the value of additional offerings, and collaborate with Sales to secure contract renewals and expansions.
- Achieve and maintain a high customer retention rate through proactive engagement with customers, developing retention initiatives.
- Identify opportunities for upselling and cross-selling to existing customers to drive revenue growth.
- Oversee the tracking and analysis of customer health metrics to proactively address potential issues and minimize churn.
Team Leadership and Performance Management
- Provide strong leadership and guidance to the Customer Success team, fostering a positive and productive work environment.
- Set clear performance objectives and KPIs for the team, regularly monitor performance, and provide constructive feedback for improvement.
- Successfully scaled and led multi-layered and cross-functional organizations in a hyper-growth environment.
Who we are looking for:
- 15+ years of experience leading customer-facing organizations, with a proven track record of driving customer success and revenue growth.
- Combined background in post-sale and sales experience, allowing for a comprehensive understanding of customer needs and revenue drivers.
- Thorough understanding of value drivers in recurring revenue business models.
- Analytical and process-oriented mindset, with the ability to utilize data for insights and decision-making.
- Excellent written and verbal communication and presentation skills
- Strong cross-functional collaboration skills, fostering cooperation and alignment across teams.
- Strong influencing and negotiation skills, with the ability to build consensus and drive action across teams.
- Deep empathy for customers and a genuine passion for driving revenue and growth.
- Enthusiastic and creative leadership style that inspires and motivates others.
- Strong drive and high level of energy - shows an ability to engage and motivate people.
- Clear operating style with experience in driving the pace of delivery in their own and adjacent parts of the organization.
- Good emotional intelligence - ability to adapt style to other personality types and an active listener.
- Accountability mindset - takes ownership, puts company success before their own, and can comfortably operate with varying levels of support.
- Highly collaborative - ability to build relationships.
As we are an international team, please submit your application and CV in English.
Spendesk is the 7-in-1 spending solution built for finance teams to make faster, smarter spending decisions. Founded in 2016, Spendesk is now one of the fastest-growing fintechs in Europe, with over 4,000 customers and an international team of 500+ employees based in Paris, Berlin, London, Hamburg, and remote. We’ve raised over €260M from leading investors, and been named a French tech unicorn. And we’re not stopping there!
About our people & culture
We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.
About our benefits
Our culture is built on trust, empowerment, and growth — with benefits to match!
-Fully covered Oyster card for traveling to and from our new office (up to £250 monthly depending on location)
-£45 monthly wellness allowance, accruable, to be used on whatever wellness means to you - through the Ben platform
- Access to Moka.care for emotional and mental health wellbeing
- Pension scheme (on salary sacrifice): 5% employee / 5% employer (by Aviva)
- 28 days of holidays
- Latest Apple Mac equipment
- Company virtual events
- Visit our other offices: Paris, Berlin & Hamburg
- Great office snacks to fuel your day
- A positive team to work with daily!
- Vitality private health insurance (for you and your family/partner)
- Bupa private dental care
Diversity & Inclusion
At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.