Xcede are currently partnered with a hyper growth Series C funded cyber security vendor focused on XDR and SIEM solutions.
Last year our client went through Series C funding and as a result of this has seen increasing growth across EMEA, USA and into APAC. As a result we are looking for a VP of Global Customer Success to join the US team.
Responsibilities:
As the VP of Global Customer Success you will report directly into the COO and CEO, tasked with building and implementing the customer success playbook across the globe.
- Lead and inspire a team of customer success managers, providing guidance, mentorship, and performance management.
- Cultivate and maintain strong relationships with key stakeholders at customer organizations, comprehending their unique challenges and business goals.
- Act as a trusted advisor, ensuring customers realize the full potential of products or services and addressing their evolving needs.
- Lead negotiations of contract renewals, securing terms that align with customer expectations and company objectives.
- Collaborate closely with the sales team to identify opportunities for upselling and cross-selling during the renewal process.
- Develop and execute strategies to enhance customer retention rates and minimize churn, directly contributing to revenue growth.
- Monitor customer engagement and health, proactively addressing issues and delivering tailored solutions.
- Measure, analyze, and report on key metrics such as customer satisfaction scores, retention rates, and revenue growth.
- Cross-Collaborate closely with internal teams, including Customer Operations, Product Development, to advocate for customers' needs.
Requirements:
The successful candidate must have a background within Customer Success and extensive experience of running customer success teams across the globe within a startup vendor.
- 10+ years of experience in customer success, account management, or related roles, with a proven track record of managing customer relationships and driving renewals.
- Cybersecurity expertise is a must.
- Prior experience in people management and leadership, with the ability to lead, mentor, and develop a team
- Demonstrated experience in negotiating complex contracts and achieving sales renewals to meet revenue targets.
- Exceptional communication, negotiation, and presentation skills.
- Strong analytical and problem-solving abilities, with the capacity to effectively address customer challenges.
- Willingness and ability to travel frequently to customer locations.
- Bachelor's degree in a relevant field; an advanced degree or MBA is advantageous.
