VP Customer Success

Hires remotely
Anywhere 🌎
Type
Full Time
Opening date
Closing date
12 Jan 2022
Views
110

At Sellics, the success of our customers resides at the center of our growth strategy. Our software is used on a daily basis by thousands of Amazon sellers & agencies worldwide who depend on our advertising analytics & automation capabilities to build and grow their businesses in a very competitive environment. As Vice President of Customer Success, you will be responsible for the entirety of our post-sales operations, leading one of the largest & most highly regarded departments in the company and making sure that our customers consistently realize their advertising objectives. You will play a pivotal role in defining our customer journey together with our product teams and have a seat at the table with the C-suite, reporting on business outcomes as well as contributing to our long-term strategy.

In this role, you will:

  • ​Lead our customer support/self-serve, account management and managed service teams. We operate along the full range of account management strategies, from no-touch to high-touch, and you will hold the keys to all teams
    • You will allocate resources according to our strategic needs and plan the ideal organizational setup for the next 6 to 12 months
    • You will create or improve playbooks & design core processes to help the team deliver a best-in-class customer experience
    • You make hiring decisions for experienced leaders and high potential individual contributors
    • You will create and maintain best-in-class onboarding & training programs for your team members
    • You will design career & personal growth paths that enable you to support the professional development of your team members in line with our core values of taking ownership and staying restless
  • Be responsible for our core Customer Success Outcomes
    • You will own MRR churn targets & net revenue retention
    • You will measure and improve KPIs indicating our customers’ success, including feature adoption & usage as well as real business outcomes
    • You will measure and improve KPIs relating to our true customer satisfaction such as NPS, CSAT, health scores & response times
    • You will initiate up & cross-selling campaigns in collaboration with our sales team
    • You will be the last instance for escalating customer interactions and you will take and communicate decisions in the best interest of the customer and Sellics
  • You will work closely with revenue operations to enhance our capabilities through technology by successfully employing:
    • Support systems
    • Customer Success Management platforms
    • Automated reporting
    • Onboarding & learning tools
    • Subscription management software
  • Be the voice of our customer
    • Help us keep the success of our customers at the core of all executive decisions
    • Align with marketing around customer marketing initiatives
    • Work with product on the customer journey and support product roadmap decisions
    • Collaborate with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Work with Finance around measurement and forecasting
    • Create a company-wide customer feedback loop

Job requirements

Essential Skills

  • 5+ years experience in leading customer-facing organizations with a strong track record, 10+ years overall professional experience
  • Strong understanding of value drivers in recurring revenue business models
  • Knowledge of and enthusiasm for PPC Advertising & Amazon marketplace highly preferred
  • Previous experience in Amazon, PPC Advertising or e-Commerce related roles preferred
  • Proven ability to manage talented teams in flat hierarchies through empathy, strategic guidance and attention to detail
  • Excellent communication skills proven both in customer-facing and internal interactions
  • Analytical and process-oriented mindset
  • Personal belief in continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others

Why should you join Sellics? We offer:

  • A talented, growing company and tech/product team
  • Work from anywhere in the world if you want to, OR com join us at our very well-located office in the heart of Berlin Mitte incl. a rooftop terrace with pool
  • Competitive compensation package and defined career paths
  • High level of responsibility and space to develop
  • Flexible working hours
  • Urban Sports Club membership
  • Free food and drinks, educational “Sellics Talks,” regular team events
  • Self Improvement Grant funding for external educational pursuits, and additional time off for professional growth
  • Barista coffee-machine, and the best coffee beans Berlin has to offer 😉
  • A friendly, open, multi-cultural work environment with colleagues from over 35 countries

About Sellics:

Sellics is revolutionizing commerce, starting with the world’s biggest online marketplace: Amazon. From starting as a group of friends with targeted business insights and under €2,000 in self-invested startup capital, we’ve transformed into the force we are today: a quickly-growing, funded Scale-Up company providing data-driven and Ai-powered B2B SaaS solutions to help brands and agencies across the world be successful on Amazon.

The secret to our success is our team, a group of more than 100 highly-engaged, brilliant, dynamic employees from over 25 countries, spread out across our offices in Berlin, New York City and various remote locations. We’re a pack of people who care about each other, the values we live by, and the success story we’re all helping to write. But don’t just take our word for it… here’s what our teammates themselves (and other candidates!) have written about us on Glassdoor. And, check out this video for even more of a sneak peek of life at Sellics!

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