ASG VP CUSTOMER SUCCESS

COMPANY DESCRIPTION

ASG is an unconventional group of market-leading SaaS software companies, serving industries ranging from behavioral health to transportation to childcare. ASG believes deeply in the power of people and data to grow great organizations, and that sharing knowledge, expertise, and resources across its community of businesses drives exponential growth. ASG has acquired over 50 businesses since its inception in August of 2016. We are backed by Alpine Investors and operated by world-class PeopleFirst™ leaders. Founders of leading SaaS companies continue to trust ASG to grow their businesses and build even stronger legacies for the future. To learn more, visit www.alpinesg.com.

JOB DESCRIPTION

The Vice President of Customer Success will play a critical role in partnering with ASG OpCos to drive revenue growth through onboarding, adoption, and expansion initiatives.

As part of the ASG HoldCo team, you will work on the Growth team and report to the Chief Strategy Officer. In this role, you will:

• Run a repeatable process for engaging OpCo’s, typically in 60-90 day projects.
• Maintain a clear catalog of defined services you can deliver with expected outcomes.
• For each engagement, move quickly through an assessment, focusing on the highest area of opportunity.
• Do the work required to win working closely with operators. Roll up your sleeves.
• Monitor KPIs and hand-off to skilled operators to ensure there’s no backsliding.

You’re Excited About This Opportunity Because You Will:

• Rely on your hands-on operating experience but use a consultative approach. You will be working directly the senior-most CX/CS leaders at OpCos to:
• Develop and implement comprehensive onboarding programs to help their customers achieve first value. You will help install best-in-class processes including handoffs, kick-off calls and joint impact plans.
• Develop and implement programs to ensure customers adopt the product effectively to improve renewal rates. You will help install usage monitoring, account health scoring and business reviews.
• Identify and execute opportunities for upselling and cross-selling to existing customers to grow expansion revenue. You will help establish processes for whitespace planning, account planning and expansion execution.
• Accelerate CX functional maturity by establishing minimum viable practices for people, process and systems, as well as support CX hiring in the portfolio.
• Own relationships with CX leaders across the portfolio. Provide coaching and career development in line with our PeopleFirst™ approach.

We’re Excited About You Because:

• You have proven experience in customer success management, particularly within SaaS environments.
• You possess a strong understanding of onboarding, adoption, and expansion strategies.
• You can teach and mentor others effectively.
• You have a proactive, solution-oriented mindset with a “I’ll figure it out” attitude.
• You demonstrate exceptional verbal and written communication skills.
• You have high emotional intelligence and excel in building strong relationships.
• Your strong financial, analytical, strategic, and problem-solving skills are evident.
• You’re passionate about software and building enduring businesses.
• You align with our Core Values: “Will to win and win with love,” “Live full lives,” “Candor means we care,” “Think big, then think bigger,” “Entrepreneurs at heart,” “Data insights drive action.”
• You thrive in a small, growing, fast-paced, and results-oriented environment.

Other Information:

• Salary Range:The target salary range for this position is ($210,000-240,000), and is part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.