Meet Smarty. You may not have heard of us, but you've probably benefited from our work. Smarty is a leader in location data intelligence, helping businesses around the world verify, standardize, and enrich their address and location data at scale. Backed by Pear VC.
About the role
As VP of Customer Success , you'll lead Smarty's Customer Success organization and own every customer relationship after the sale. You'll build and lead the team of leaders and Customer Success Managers who partner with our sales team and work closely with Sales, Product, Engineering, and Marketing so customer needs shape our direction. We expect you to turn customer success into a clear driver of growth. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Bachelor's degree in business, a technical field, or equivalent experience
- 8+ years in customer success, account management, or a related customer-facing role in B2B SaaS, including 3+ years leading teams
- Proven record of improving GRR and NRR in a subscription business
- Experience building or scaling a customer success function during a period of rapid growth
- Experience with technical or API-based products preferred
- Working knowledge of CRM and customer success platforms (for example, Salesforce, HubSpot, Gainsight, or similar)
More about this role
As VP of Customer Success , you'll lead Smarty's Customer Success organization and own every customer relationship after the sale. You'll build and lead the team of leaders and Customer Success Managers who partner with our sales team and work closely with Sales, Product, Engineering, and Marketing so customer needs shape our direction. We expect you to turn customer success into a clear driver of growth. That means building a scalable operating model, setting measurable goals for retention, renewal, and expansion, and holding the team accountable for hitting them. You'll be expected to build a high-performing team, create programs that shorten time-to-value, and give leadership a clear, data-driven view of customer health and risk. This role is for a proven builder who wants the ownership and the backing to shape a function from the ground up.
This is a full-time, onsite role in our Orem, Utah office.
- Own gross revenue retention (GRR), net revenue retention (NRR), churn, and customer health scoring
- Build scalable onboarding programs and implementation playbooks that shorten time-to-value (TTV) for newly onboarded enterprise accounts
- Own the renewal process and forecast,...
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