Leonardo247 - VP, Customer Success

To be a strong candidate for the VP of Customer Success role at Leonardo247, you'll need over 10 years of successful B2B SaaS experience, with at least 5 years in a leadership capacity. Familiarity with multifamily housing is a plus, but not a strict requirement. Proven experience in scaling customer success functions from $10 million to over $50 million in revenue is highly desired.

As VP of Customer Success at Leonardo247, your primary responsibilities include developing and executing a comprehensive customer strategy to improve value realization, retention, and growth. You'll build and lead the Help Desk, Implementation, and Account Management teams, manage customer touchpoints, and utilize data-driven insights to optimize KPIs like Customer Health and Net Revenue Retention.

Leonardo247 offers a flexible work-from-home environment for the VP, Customer Success role. We're committed to ensuring that you have a dedicated and quiet workspace, as well as a competitive base salary and benefits including health insurance, an unlimited PTO policy, and stipends for internet and mobile phones to enhance your remote work experience.

To thrive in the VP of Customer Success role at Leonardo247, strong leadership skills are essential, especially in fostering a high-performance remote culture. You'll also need to be analytical, process-oriented, and possess excellent communication skills. The ability to influence and negotiate is crucial, as well as having a passionate drive to solve customer problems and identify growth opportunities.

At Leonardo247, the VP of Customer Success role presents exciting opportunities for career advancement. As the company grows and continues to innovate, you'll have the chance to lead key strategic initiatives, influence company direction, and potentially nurture future leaders within the Customer Success team, all while contributing to transforming the industry.

Customer Success at Leonardo247 focuses on ensuring that our clients derive maximum value from our software solutions, leading to high retention rates and user satisfaction. As a VP, it's vital to create a culture that recognizes and addresses customer needs proactively.

Key metrics for the VP of Customer Success would include Time to Value, Customer Health scores, Gross Revenue Retention, and Net Revenue Retention. Monitoring these KPIs helps inform strategies that enhance customer engagement and satisfaction levels.

In such a situation, it's crucial to listen to the client’s concerns completely and craft a targeted action plan to address their specific issues. Focusing on clear communication, timely follow-ups, and demonstrating tangible improvements usually rebuilds trust and opens pathways for collaboration.

To scale a Customer Success team, it's important to hire for cultural fit, train extensively on product knowledge, and implement well-defined processes. Encouraging collaboration and leveraging technology to automate repetitive tasks can enhance efficiency and improve team dynamics.

Prioritizing tasks requires a keen focus on customer impact. Using data to identify high-risk accounts and monitoring key renewal timelines allows me to allocate team resources efficiently, ensuring critical needs are met without overwhelming team members.

Customer feedback is essential; it drives initiatives for product improvement and ensures we address real user needs. Establishing structured feedback loops promotes advocacy and insight, allowing us to adapt proactively and maintain high customer satisfaction.

Alignment between Customer Success and other departments can be achieved by fostering open communication channels, conducting joint meetings, and setting shared goals. This collaborative approach ensures that everyone works towards the same objective of delivering value to our customers.

Coaching involves active mentoring, where I provide ongoing feedback, encourage skill development, and create opportunities for team members to lead projects. Recognizing individual strengths and aligning them with team goals is crucial for facilitating growth.

Successful renewal negotiations focus on highlighting the value delivered over the contract period. Preparation is key—understanding the client's current situation allows for tailored proposals that meet their needs while reinforcing the benefits we've provided.

Balancing automated and human interactions involves using automation for routine tasks, while personalizing key touchpoints. This hybrid approach ensures efficiency while strengthening relationships through meaningful human contact during critical moments.