Job description
The Company:
Our client is one of the fastest-growing Consumer IoT category leaders.Their mission is to enhance consumer’s lives by making modern technologies useful, easy, affordable and safe – IoT for everyone. The group’s full-stack platform and value chain, end-to-end controlled, is designed to enable data-driven businesses, offering SaaS-solutions across product areas. Starting with Smart Home Security, the business is scaling gradually to new verticals.
The company empowers people to live fearless lives, providing actionable, video-based intelligence about the home and activity within it. The Company seamlessly integrates state-of-the-art products with sophisticated software to deliver an unparalleled experience that unites true security, effortless intelligence, and beautiful design. By harnessing powerful computer vision and machine learning algorithms to interpret an extensive array of sensor data, they identify meaningful information about what happens in an environment — creating a richer and more immediate connection to the people and places that matter most. They distribute their products across North America and Europe and have users in over 180 countries.
The VP of Customer Success Role:
They are looking for a VP of Customer Success, who will be responsible for the performance, strategy and alignment of all departments within the organization that have any relation to revenue generation. Identifying and delivering new revenue opportunities in their markets; maximizing revenue from the client base; creating a sustainable strategy for future growth and delivering accurate revenue projections. A successful candidate will possess a strong background in membership products, with experience in optimizing overall subscription metrics and increasing customer lifetime value (growth, activation, usage, conversion rates, retention, win back, etc). The person most suited for this role will be meticulously organized and endlessly resourceful, with outstanding communication skills and a can-do attitude that embraces working in a tightly-knit, high-performing team. If this sounds like you, read on.
1.) Retention & Customer Loyalty
- Establish Monitor customer feedback loops to ensure customer satisfaction and optimize customer support escalations and other customer anomalies
- Establish programs such as Customer Success Management and referral programs
- Detect lapsing customers early on, investigate & measure trends on reasons why customers churn and implement win back strategies
2.) Scaling & Organization
- Reporting on sales funnel metrics and tracking of subscription renewals
- Identify the best revenue channels that provide the most effective revenue stream
- Creating scalable sales processes that scale
- Deep understanding of customer segmentation
- Closely collaborating with cross-functional team members and stakeholders including Marketing, Design, Legal, and Customer Support to take opportunities from ideation to implementation
3.) Acquisition
- Work closely with the executive leadership team to develop and execute growth strategies for our subscription business, pioneering new markets from discovery and planning to development and implementation
- Build a robust and accurate revenue pipeline and forecasting short, medium and long term strategy that encompasses marketing; sales; product/service and customer success teams.
- Continuously improving our subscription and eCommerce experiences by identifying opportunities to boost retention, up-sell/cross-sell metrics, and overall recurring revenue
- Establishing pricing – and promotion strategies that convert
VP of Customer Service Qualifications:
- Experience working with a DTC company ideally within a subscription based company
- Understanding and experience working through the entire customer lifecycle process
- Thorough understanding of a wide range of technology.
- Understanding of data analytics. (SQL, Recurly & other subscription platforms, Zendesk, Tableau)
- Strong leadership experience with the ability to lead change and take others with you
- High degree of business acumen, passion, and flexibility
