VP Customer Success- Maternity Cover

The VP Customer Success at EDITED is tasked with leading the global customer success strategy and team. This includes fostering a collaborative culture, developing strategies for customer adoption and renewal, securing renewals for significant contract revenue, and exceeding revenue targets through upsell opportunities. Additionally, the role encompasses managing the financial performance of the Customer Success organization and advocating for customer needs across various functions.

Candidates for the VP Customer Success position at EDITED should have at least 7 years of experience in driving customer success within a SaaS environment. A proven ability to build high-performing teams, strong negotiation skills, and a passion for the retail industry are essential. Also, candidates should be excellent communicators who can genuinely connect with diverse audiences and have a knack for navigating complex organizational structures.

EDITED prioritizes a dynamic and inclusive workplace that values creativity and collaboration. As the VP Customer Success, you will be part of an environment where everyone's voice counts, and contributions are recognized. The company emphasizes work-life balance through flexible working options, including hybrid work arrangements, allowing leaders to foster innovation and teamwork while managing personal commitments.

The VP Customer Success position at EDITED typically requires two or more days in the office if based near the London or NYC hubs. Additionally, there is an expectation for quarterly travel to one of these locations, depending on which is not your home base, ensuring that you remain connected with key teams and stakeholders.

In the VP Customer Success role at EDITED, leveraging customer success technologies is vital to optimize efficiency and customer satisfaction. These technologies help streamline processes, enhance the customer journey, and track key performance indicators that lead to better resource management and greater customer advocacy, ultimately contributing to EDITED's commitment to delivering measurable value.

When answering this question, focus on specific instances where you successfully built a customer success team. Highlight the strategies you used to recruit, train, and motivate team members, emphasizing the results achieved under your leadership, such as improved customer retention rates or significant revenue growth.

Discuss various strategies such as onboarding processes, regular check-ins, adoption metrics, and personalized communication. Provide examples of how these strategies have led to improved customer satisfaction scores or reduced churn rates. Show how you’ve tailored your approach based on customer feedback and insights.

When responding to this question, emphasize your negotiation and conflict resolution skills. Share a specific example of a challenging client situation you navigated successfully. Highlight your ability to remain calm, actively listen, and propose solutions that addressed the customer's concerns, ultimately turning the situation into a positive outcome.

Mention metrics like Customer Lifetime Value (CLV), Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and expansion revenue. Explain why you believe these metrics are critical indicators of success. Providing examples of how you've used these metrics to drive decision-making in previous roles can strengthen your response.

Discuss your approach to integrating customer success technologies and training your team to utilize data effectively. Provide examples of how you've established regular reporting and feedback loops, as well as how you've encouraged team members to leverage data to inform their strategies and improve customer outcomes.

Share a specific instance where you identified an opportunity for upselling or cross-selling to a current customer. Discuss the steps you took to engage the customer, how you justified the added value of your proposal, and the eventual outcome. Highlighting your approach can demonstrate your ability to drive revenue growth through strong customer relationships.

Discuss the critical nature of clear and open communication in building relationships with customers. Provide examples of your communication strategies, such as regular updates, personalized outreach, and active listening during meetings. Illustrating your communication effectiveness can highlight your approach to nurturing customer relationships.

Share your method for assessing customer needs based on urgency and potential impact. Discuss techniques such as customer segmentation, using data analytics to inform priorities, and outlining a process for addressing high-priority issues quickly while maintaining overall service quality.

Emphasize your commitment to fostering a collaborative team culture, even in remote settings. Discuss strategies like regular virtual team meetings, one-on-one check-ins, providing spaces for team members to share feedback, and encouraging social interactions. Show how your approach creates an inclusive atmosphere that motivates remote team members.

Discuss your dedication to professional development through various channels, like webinars, industry publications, and networking events. Mention specific resources or organizations that you utilize to stay informed. This response illustrates your proactive nature and commitment to continuous improvement within the customer success field.