Vice President of Customer Success




Circonus is seeking a Vice President of Customer Success (CS) to lead our Customer Success function. Reporting to the CEO, you will develop, build, and manage your team with three primary directives in mind: driving and improving the pre- and post- sales processes, ensuring our customers receive a world-class experience, and leading upsell & renewal efforts for our Enterprise accounts.



You will be responsible for driving the strategic direction of CS as well as building, executing, and measuring an effective CS playbook. You will be responsible for recruiting, training, and onboarding processes, and ensuring your team members have what they need to be successful.



Prior experience within a similar role, developing & growing a CS function within a rapidly growing startup, is strongly preferred. Please mention and detail this experience directly within your cover letter.



This position is 100% remote and will remain so post-COVID.



Responsibilities



    • Define, build and lead a Customer Success team supporting pre- and post-sales initiatives while delivering a world-class experience to prospects and customers

    • Drive strategic direction of our Customer Success function, while building, iterating, and executing on our CS playbook; Develop repeatable, scalable processes to complement our overall business strategy

    • Define and optimize the Customer Lifecycle by mapping the customer journey, developing KPIs, and identifying opportunities for continuous improvement

    • Measure and report on KPIs to drive continuous improvement, spot churn risks, proactively implement interventions, and support the growth of the business

    • Innovate and develop new tactics to achieve high levels of customer loyalty and satisfaction

    • Partner and collaborate with our Director of Solution Engineering, acting as a liaison between Product, Engineering, and the Customer to ensure successful, positive engagements

    • Drive customer evangelism through product satisfaction, delivering customer-led events and case studies, alongside the Marketing & PR teams

    • Develop expertise in Circonus’ software solutions such that you can educate the team and customers about the benefits and use-cases of our products

    • Partner with Sales, Product, Engineering, and Marketing to evangelize CS across the organization

    • Provide product feedback, technical insight, and customer requirements to the Product team; bring relevant and unique use-cases to the Product team allowing Product to validate and adjust the roadmap






    • 9+ years of experience in Customer Success or account management within a complex technological ecosystem; 4+ years of leadership experience in Customer Success required. Demonstrable technical and product acumen required

    • A complementary track record in Professional Services, Support, Sales or related

    • Executive sponsorship experience with large customers

    • Strong track record of building and developing high performing teams; Experience recruiting, developing, and retaining a high performing customer success organization

    • Exceptional written and oral communication skills, including the ability to effectively communicate with executives, engineers, and operations staff

    • A results-oriented mindset with a track record of driving initiatives through to execution

    • Extremely strong customer relationship and networking skills

    • Strong business insight and motivated to develop partnership; excellent analytical, problem-solving, and debugging skills

    • Ability to travel and stay away from home for short trips, after COVID; Estimated at 10-12 trips per year




Qualifications



    • Master of Business Administration (MBA)

    • Proven success leading CS at high growth, venture-backed SaaS companies

    • Have reported on Customer Success progress and setbacks to management teams, board of directors meetings, and company all-hands presentations

    • Experience selling, using, deploying, developing, testing, or supporting commercial monitoring and analytics solutions 

    • The right person will be highly technical and analytical, much like the company itself




Circonus offers a powerful telemetry intelligence platform to handle the world's most demanding use cases. From mission-critical IT infrastructure to data-intensive IoT applications, Circonus works with any tech and at any scale. Circonus uses advanced data science and patented technology to ingest and analyze telemetry data to deliver unmatched clarity, insights, and performance. From real-time alerts and fault detection to ML-based predictive analytics, Circonus helps companies optimize operations and deliver exceptional user experiences with confidence.



We enjoy a global reach, but our customers primarily cluster on the East Coast, California, and to a lesser degree, Europe. Our success stems from our industry-leading offering and our obsession with customer satisfaction.



Culturally, we operate like a startup. Small, agile teams with quick decisions and short, iterative cycle times. We relish our core values of respect, integrity, value, and growth, among others. 



All of our positions include a discretionary PTO policy, generous employer health and dental insurance, employer-matched 401(k) Plan, and more.



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