Vice President of Customer Success

Location: Miami, FL
Date Posted: 02-06-2017
Company Overview:
Nearpod is an award-winning education technology company focused on developing digital learning tools, virtual reality and interactive content across mobile devices that provides teachers an easy and efficient way to leverage technology in the classroom by creating learning experiences that engage and inspire students.

Since its launch in 2012 Nearpod has become a leader (& teacher favorite) in teaching and learning with technology. Nearpod currently reaches ~5M students monthly. In 2016 it was named one of Inc. 500’s fastest growing private companies and was featured in the Wall Street JournalFortune and local news channels across the country.

Nearpod has offices in Miami, Florida and San Francisco, California and is backed by notable investors like Insight Venture Partners, Reach Capital, Storm Ventures, the Stanford StartX Fund, the Knight Enterprise Fund, Arsenal Ventures, as well as Marc Benioff (the CEO of Salesforce) and Scott Cook (founder and Chairman of Intuit) and his wife, Signe Ostby.

Position Overview:
We believe that Customer Success is all about understanding your customers’ desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. As our new Vice President of Customer Success at Nearpod you will be leading our growing team by example participating in the day to day, guiding the customer journey (on-boarding, support, services, adoption, advocacy, retention, etc.), outcomes (e.g., renewals, up-sell, etc.) and help further define success KPI’s for the team and our customers.
 
Nearpod VP's walk the line between strategy and leadership in the day to day coaching and mentoring of their team, cultivating goals to not only retain the customer, but to always be on the lookout for ways to expand the relationship and use of the platform. We are looking for a seasoned, outgoing, collaborative Customer Success professional to bring new ideas and best practices to our CS function.
 
Role and Responsibilities:
  • 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
  • Map and define the customer journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement and manage department budget
  • Manage customer success activities and measure their effectiveness through reporting and analytics
  • Lead a world-class customer success Team by partnering with the Executive team setting team and individual goals
  • Inspire customer success across Nearpod by: creating company-wide culture of customer success and help define the ideal customer, aligning with Marketing around marketing to existing clients, aligning with Product around driving product roadmap and aligning with Sales around cross-sell, up-sell and selling with a retention focus.


Required Experience:
  • At least a Bachelor’s degree and/or equivalent experience required
  • At least 7+ years experience in corporate customer success management roles at SaaS companies required
  • Prior experience in the Education market a plus
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • 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
  • Friendly, open door philosophy
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
 
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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