VP, Customer Success

Overview: The ideal candidate will live in the vicinity of Mentor, OH, Chicagoland suburbs or San Antonio, TX.
Job Summary:The VP of Customer Success is responsible for overseeing the strategy, execution and management of all aspects related to customer satisfaction.
Their primary goal is to ensure that customers derive maximum value from the products or services offered by the company, leading to customer retention, loyalty, and advocacy.
They will also be responsible for building and maintaining quarterly business reviews, customer communication cadence, and reporting metrics.
Our Exceptional Benefits Plan includes: Supportive & Friendly Culture Manage national accounts for Fortune 500 companies Medical, Dental, Vision coverage options Flexible Spending & Health Savings Accounts Wellness Programs Company paid Life Insurance 401k with Employer Contribution Company paid Short/Long Term Disability Generous Paid Time Off program + Holidays Career Growth Opportunities and Career Mapping Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program (Non-Union employees), Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors Per diems available when traveling Stratus is one of the nation’s largest brand implementation companies.
We are made up of 1,100+ employees nationwide who roll up their sleeves, dive into the details and bring our clients’ brands to life! We deliver versatile solutions for some of the nation’s largest and most recognized brands.
From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.
Responsibilities: 80% Leadership of Customer Success Managers Lead, mentor, and manage a team of customer success managers, representatives, and other related personnel, fostering a customer-centric culture.
Ensure customer success managers maintain 5 key accounts generating over $1M in revenue through at least two product offerings.
Establish and track key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, retention rates, upsell/cross-sell opportunities, and lifetime value.
Ensure the customer success managers identify key retention metrics and facilitate creative solutions.
Measure the customer success managers’ ability to identify customer product and service pain points and share them out to sales.
20% Partnership with Operations Ensure the customer experience is at the center of business decisions throughout the organization.
Develop and implement customer success strategies aligned with the company's overall goals to maximize customer retention and satisfaction.
Oversee the customer journey, from onboarding to ongoing support and renewal, ensuring a seamless and positive experience at each touchpoint.
Gather and analyze customer feedback to identify areas for improvement in products, services, or processes, and collaborate with relevant departments to implement necessary changes.
Work closely with sales, marketing, product development, and other relevant departments to align efforts and ensure a consistent and cohesive customer experience.
Proactively identify potential issues or risks that could impact customer satisfaction and develop strategies to mitigate them.
Evaluate, implement, and optimize the use of customer success platforms and tools to streamline processes and enhance the customer experience.
Develop and manage budgets for the customer success department, allocating resources effectively to meet goals and objectives.
Stay updated on industry trends, best practices, and new technologies in customer success to continually improve strategies and processes.
Qualifications: Skills Willingness and ability to travel 25% nationwide for presentations.
Must have excellent oral and written communication skills.
Strong self-confidence.
Strong will to drive and influence change.
Must be accurate, detail-oriented and maintain the utmost confidentiality.
Strong presentation skills and negotiation skills.
Strong customer service skills.
Proactive approach to problem solving.
Independent self-leader with a keen sense of prioritization.
Ability to Conduct presentations and “carry a room” in front of large audiences.
Work within tight deadlines.
Multi-task and set priorities.
Calculate figures.
Define problems, collect data, establish facts, spot trends and draw valid conclusions.
Write routine reports and correspondence.
Work well with others in stressful situations and meet deadlines as necessary.
Handle multiple priorities and tasks.
Work in a fast-paced environment, while at the same time making sound decisions.
Education & Experience Bachelor's degree in Business, Marketing or related field or combination of education and experience 10+ years' experience in manufacturing and/or professional services organization with national accounts Experience in project management Proficiency in MS Office Suite, including PowerPoint eeo/mfdv