Job details

Vice President, Customer Success (Remote)

WHO WE ARE

Tealium is the most trusted and world’s largest independent customer data platform. Tealium connects customer data – spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium’s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure.

Tealium’s customer data solutions encompass tag management, an API hub, a customer data platform with machine learning and AI, and data management solutions that make customer data more valuable, actionable, and secure. Tealium has been a trusted provider of customer data solutions for more than a decade, and more than 850 top businesses worldwide including Microsoft, Hyatt, Gap, HSBC and Novartis rely on Tealium to power their customer data strategies.

Team Tealium works and lives across the U.S. and in nearly 20 countries across the world. We are intentional about our culture, our investment in our team members and how we care and connect.

Tealium = Teal + Helium. Teal: a vibrant reflection that evokes authenticity, trustworthiness, reliability, open communication and clarity of thought. Helium: we rise above, a kinetic force that elevates our customers’ and our experiences beyond all others.

We win together with respect and appreciation for the talents required of all positions and the people who contribute to each of these.

WHAT WE ARE LOOKING FOR

Vice President, Customer Success is a growth-minded leader with a strong passion for customer success in the North America region with a primary focus on the US. This leader will lead a team of more than sixty with key responsibilities, including implementation engineers, project management, customer account management, customer success managers, customer/technical support engineers. The scope includes over 400 customers with an ARR of over 80 million.

A key element of this opportunity is that the Customer Success leader seeks success by helping customers realize value and business objectives through partnering with the customer throughout their CDP journey. This also includes partnering collectively with our Enterprise and General Business Sale Team and Partner/Channel teams as well as other critical stakeholders such as Value Engineering, Digital Strategists, Product Management and Engineering.

This position reports to Tony Nadalin (Tealium’s Chief Customer Officer) and is a key contributing member of the Global Customer Success Team.

Location: Tealium fully embraces remote-first working. This is a remote position with the ability to reside anywhere in the U.S. within close proximity to a transportation hub. This role requires frequent travel to customer and partner locations, industry events, etc.

Position Benefits: In addition to having an opportunity to be part of and join in the success and growth of Tealium overall, offering an exceptional cash compensation package and ownership opportunity through meaningful stock option grants is essential to attract an extraordinary and talented professional.

The ideal candidate has previous customer success leadership experience, comes from a strong SaaS background, and thrives in a fast-paced environment.

YOUR DAY TO DAY

Lead, coach, and mentor the Customer Success team to partner with and delight customers successfully.
Identify opportunities for continuous improvement, including evolving processes, reporting, analysis, and customer connections to scale for lifecycle and industry playbook optimization and success plans.
Be an expert at leading best practices in change management for teams and clients while finding ways for Customer Success to deeply understand our customer’s objectives, become strategic trusted advisors, and determine how to define-drive-demonstrate client value.
Collaborate with Sales on regional customer strategy to lead annual and quarterly business planning cycles.
Monitor customer health and leading indicators necessary to ensure high customer retention and growth.
Develop relationships with key (C-Level) executives and decision-makers.
Ensure the team is fully staffed, trained, and deployed to fulfill the strategic plan.
Support KPIs, manage performance, and establish career path opportunities for the team.
Foster a high-performance culture that values teamwork, accountability, and continuous learning that is consistent with Tealium’s WOWs culture.

WHAT YOU BRING TO TEALIUM

Minimum of ten years of hands-on experience as a senior-level customer success leader or equivalent.
Experience in setting strategy and leading all aspects of Customer Success - Customer Success Management, Commercial Account Management/Renewal Management, Customer Support, Education, Professional Services, Strategic Consulting.
Previous experience managing a book of business of over $100M in recurring subscription revenue with experience in multi-million dollar enterprise CS engagements and low dollar digital CS engagements.
Ability to set strategic vision and operational direction, then execute against both
Excel in problem-solving and have strong analytical skills
Experience in B2B SaaS/Tech companies
Experience with digital transformation and knowledge of MarTech, CDP and digital data practices
Proven track record of operationalizing the customer lifecycle with double-digit growth in GRR and NRR
Executive presence and can concisely articulate product value at any level within our customer base.
Understanding the GTM of Corporate/ Commercial, Enterprise, and Strategic Segments
Strong ability to influence at all levels, internally and externally
Knowledge of and experience in marketing tech or related industries preferred
Excellent communication and interpersonal skills, with the ability to build relationships with internal cross-functional teams, partners, and, most especially with customers
Ability to think strategically and develop effective customer engagement strategies that align with business objectives
Strong leadership and management skills, with the ability to motivate and inspire a team to achieve goals
Willingness and ability to travel within the region as needed.
You are an inspirational leader that motivates those around you.

PERSONAL CHARACTERISTICS

As Tealium works to achieve our mission to build the industry-standard customer data platform trusted by companies aiming to unleash innovation with a real-time, universal data foundation, this position must lead the way in attitude and actions in alignment with our WOW culture as follows:

Driven to succeed with positive determination knowing what we do matters.
Collaborates with admiration for the different talents required of all positions.
Respectful, empathetic, assume positive intent, and never judge.
Curious, resourceful, and encourages original thinking.
Seeks to identify emerging trends and translate into action.
Creates new and improved ways to make work easier and professional lives better.
Does what you say you will do and does it the right way.
Acts with great urgency and is responsive and self-reliant.
Accountable for actions, outcomes, and achieving results.
Communicates with authenticity and integrity.
Gives and receives constructive feedback respectfully.
Listens to the viewpoints of others even when you may not agree.
Shares your knowledge and expertise with others.
Invests in professional learning and development.
Believes in growing through listening to and learning from diverse perspectives.
Is inclusive, encourages understanding, and embraces belonging.
Celebrates collective successes and shows appreciation for individual and team contributions.
Takes time to get to know and demonstrates care for others.

In many U.S. states, employers are required to include a pay range for posted positions. Although this isn't a requirement in every state, communicating transparently is a cornerstone of our operations at Tealium, and we believe in making this information available to all applicants.

The U.S. pay range for this full-time position is listed below, however, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to a competitive base salary, this position is eligible for a robust benefits package that includes the following:

Employees are eligible to receive stock options.
Employees and their families are eligible for medical, dental, vision, life, and disability insurance.
Employees have the option to enroll in our 401k plan and are eligible to receive contributions for company matching.
Employees are eligible for unlimited paid time-off and extended paid parental leave.
We offer 11 paid holidays annually with an additional Healium Be-Well break for most employees.
We offer 15 hours of paid work time for volunteer activities and programs.
Our sick leave accrual is the following for our employees:
- Exempt CA employees (not including San Francisco) including NY : accrue 40 hours each year. Unused sick leave carries over into the next year. Employees cannot exceed 80 hours in a given year.
- Exempt Non - CA employees (not including NY) including SF: Accrue 1 hour every 30 hours worked. Cannot exceed 180 hours in the calendar year.
- Non-Exempt: accrue 1 hour every 30 hours worked. Unused carries over to the next year. Not to exceed 108 hours in a calendar year.

An overview of our benefits and perks can be found on our careers page,

https://tealium.com/careers/

. Additional details regarding the benefits package will be provided during your interview process.

Compensation Range - $200,000 - $250,000

WHY YOU WANT TO WORK HERE

At Tealium, we don’t just offer the ordinary, we provide the extraordinary:

Tealium WOWs (Ways of Work), our award winning culture is how with think, act and connect together at Tealium
Mosaic, our commitment to diversity, equity and inclusion is grounded in our mosaic of diverse perspectives and shared belonging as we live in work across the US and in nearly 20 countries
Tealium Cares, to promote caring in our communities, 15 hours of paid work time for volunteer activities and programs is offered annually
Tealium Connects (remote-first working), enabling many of us to choose where we do our best work and offering new hire stipends to assist with purchasing things we need to support a successful home office environment
Tealium Ownership, share in the success of Tealium by becoming an owner of Tealium beginning with new hire equity grants
Tealium Time, unlimited paid time-off policy to offer flexibility to take time when needed and robust leave programs, including extended paid parental leave and company holidays
Healium, health and wellness programs to help us be our best selves in the experiences of health, physical, mental, social, and even financial well-being and wellness
Healium Be-Well Break, an annual all-company paid shutdown to provide a true break for us all
Tealium LIFT (Learning is Facilitated at Tealium), offering a myriad of professional development opportunities with over 6,000 courses available on demand to best-in-class manager and leadership development programs
Health and Related Benefits Programs, offering market competitive benefits programs

Collectively, we contribute our individual pieces (identity, experiences, heritage, backgrounds, religions, viewpoints, gender and more ) to form the mosaic of Team Tealium. It is our continuing philosophy to recruit and employ the best qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic. Tealium does not tolerate unlawful discrimination of any kind and strives to be an inclusive and respectful workplace.

The highly relevant and differentiated positioning of Tealium’s solutions makes this a unique and rewarding career opportunity.

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