VP, Customer Success

The VP, Customer Success at ConnectWise is responsible for leading a global team focused on driving customer adoption, retention, and advocacy. This role includes setting strategic goals, managing both high-touch services and digital customer success programs for our SMB customer base, and coordinating cross-functional initiatives to ensure seamless customer experiences.

To qualify for the VP, Customer Success role at ConnectWise, you should have a Bachelor’s degree or equivalent experience, along with at least 10 years in Customer Success, including 5 years in senior leadership roles. Proven experience in supporting SMB customers through digital success models in a SaaS environment is crucial.

The VP, Customer Success at ConnectWise plays a key role in enhancing customer satisfaction by developing comprehensive strategies that prioritize customer engagement and retention. They commit to monitoring customer health metrics and ensuring high levels of Net Revenue Retention (NRR) and Customer Satisfaction (CSAT).

The VP, Customer Success role at ConnectWise may require 30-40% travel, which can include regional and international trips to connect with clients and team members, ensuring a robust presence in key locations.

ConnectWise fosters an inclusive and collaborative team culture for the VP, Customer Success. The environment supports diverse perspectives and emphasizes professional development, accountability, and continuous improvement, creating a space where innovation thrives.

Success for the Customer Success team at ConnectWise can be defined through metrics like customer satisfaction (CSAT), Net Revenue Retention (NRR), and the overall health of customer relationships. Setting clear KPIs and regularly assessing team performance in relation to these metrics will be essential.

Discussing specific examples of programs you’ve managed will showcase your experience. Emphasize how you balanced automated, scalable efforts with personalized engagement strategies for high-value customers, illustrating your ability to cater to diverse customer needs effectively.

When setting goals for global teams, I prioritize alignment with broader company objectives, ensuring that they are specific, measurable, achievable, relevant, and time-bound (SMART). Engaging the team in the goal-setting process encourages ownership and motivation to achieve results.

Share a specific case where you identified the factors contributing to customer churn. Explain the strategies you implemented, such as enhanced engagement initiatives or improved onboarding processes, and how these led to measurable improvements in retention rates.

To build a customer success culture, I would focus on fostering collaboration between teams, ensuring consistent communication with customers, and celebrating customer successes. Providing training and development opportunities for team members can also promote a relentless focus on customer satisfaction.

Using analytics tools such as Gainsight and Salesforce, I regularly review customer engagement data to identify trends and areas for improvement. Data informs decision-making, helps tailor marketing efforts, and allows for proactive outreach to at-risk accounts.

I would first seek to understand the customer's concerns by engaging in active listening. Once I have clarity on the situation, I would collaborate with my team to develop a personalized plan to address their issues, keeping the customer updated on our progress to rebuild trust.

Innovation is key to continuously meeting evolving customer needs. In my experience, embracing new technologies and methodologies can streamline processes and enhance customer engagement, ultimately leading to improved satisfaction rates and loyalty.

Provide an example of a specific change initiative, outlining your initial assessment, the steps taken to implement the change, and how you communicated with your team. Highlight the outcome and how it positively affected customer success metrics.

I find that personalized mentorship, including regular feedback sessions and guided development plans, is highly effective. Encouraging team members to take ownership of their professional growth can lead to a more engaged and efficient customer success team.