Vice President of Customer SuccessWe are hiring our first external leader to take full ownership of our Customer Success organization. Reporting to our Co-founder and CTO, you will be handed a highly capable team of CSMs who work tirelessly to educate, support and retain our customer base. At Bikky, Customer Success is central to our model; how clients use and leverage Bikky for making important business decisions is largely shaped by our CSM team. In turn, you'll own the outcomes that matter most: customers realizing deep value, relationships that are durable, and growing a function that operates with rigor and judgment.
In addition, you'll be a conduit across the organization as it relates to our customer base, finding and unlocking aspects of account management, value expansion and a commercial motion that is largely unbuilt. This hire will have a tremendous impact on our company and be an important part of our growth story. This role offers the chance to work with veteran operators, partner with some of the best-known brands in the restaurant industry, and grow a business with real customers, real value, and a strong economic foundation.Other Responsibilities Include:Own Customer Success end to end. Full accountability for the function, its strategy, process, team and outcomes.Drive retention and renewals.
Take existing renewal and onboarding motions from good to exceptional, and own churn against a discretionary, high-value product.Lead and grow the team. Manage, coach, and develop five CSMs and a team lead, raising the bar on performance, growth and capability.Ensure customers realize deep value. Guide sophisticated brands to actually use their data to make consequential business decisions, translating a complex product into terms non-technical operators understand.Build the commercial motion. Develop value expansion and upsell muscle over time as new modules and offerings come online.Partner cross-functionally with the founders.
Work closely across product, sales, and leadership to set standard practices (QBRs, account management, value management) that don't yet exist.About you:10+ years of experience in a top performing Customer Success organizationProven experience being hands-on within a high growth environment, overseeing a productive and happy teamExceptional communication and interpersonal skillsStrong strategic thinking and intellectual rigorDemonstrated ability to navigate complex commercial relationshipsRecent experience being hands-on across the full spectrum of Customer Success.Perks and Benefits:Generous equity compensation.Top tier (for stage) healthcare, including medical, vision, and dental with 100% employer coverage.Ability to participate in a 401k.Bikky offers a hybrid working environment. For candidates in New York City, we have an office where the team works 3-4 days per week.Flexible vacation policy.
Vice President of Customer Success in new york at Unknown Company
This position is listed as full time and hybrid.