Job Description

Autobooks works hard to make small business banking simple. Through our partnerships with banks and credit unions, small business owners can gain access to a modern suite of tools to help make running their business easier.

When you join Autobooks, you're joining a team dedicated to small business growth. We want your ideas, passion, and experience to continue improving what we offer.

Ready to help change what it means to do small business? Let's talk.

The Role: VP, Customer Success

The VP of Customer Success is responsible for ensuring customer satisfaction and driving loyalty. They map and oversee the entire customer journey, from onboarding to retention and devise strategies to reduce customer churn rates, maximize customer lifetime value and improve customer satisfaction. The VP of Customer Success needs to be the chief customer voice and deliver results for customers. They are responsible for overseeing all aspects of the relationship between a company and its customer(s) activities (e.g. on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g. renewals, up-sell, etc.)

The role is responsible for various SaaS & financial metrics, including: Monthly Recurring Revenue (new, retained, resurrected, expansion, contraction, & churn), Average Contract Value (ACV), Retention (logo, gross and net-dollar) as well as Lifetime Value.

Responsibilities:

Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in industry
Manage Customer Success Activities
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
Measure Effectiveness of Customer Success
- Define operational metrics for team
- Establish system for tracking metrics
- Create cadence for review within team
- Expose subset of metrics to executive team, company and board
Lead World-class Customer Success Team(s)
- Recruit experienced leaders for each functional role
- Attract high potential individual contributors into team
- Create rapid onboarding process for new team members
- Foster collaboration within team and across customer lifecycle
- Encourage continuous learning within team
Enhance Effectiveness and Efficiency Through Technology
- Support systems
- Customer marketing software
- Reference and advocacy solutions
- Customer Success Management platform
Inspire Customer Success Across Company
- Create company-wide culture of Customer Success
- Align with Marketing around marketing to existing clients
- Align with Product around driving product roadmap
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Align with Finance around measurement and forecasting
- Align with Executive Team around key metrics and objectives
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop

Required Experience/Skills:

10+ years experience in leading customer-facing organizations
Ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills

Job Type: