VP Of Customer Success (remote)

Why Choose To Work in CluedIn?

• Lead the Change Be at the forefront of the data revolution.
• Microsoft-Endorsed Expertise: As the Microsoft-recommended partner for Master Data Management (MDM), leverage cutting-edge solutions with our expertise.
• Never Stop Growing: Access continuous learning and development opportunities.
• Strength in Diversity, Power in Unity: Join a diverse team united by innovation.
• Work Your Way: Enjoy flexible hours and remote work arrangements.
• Recognition that Counts:A culture that values and recognises your contributions, offering competitive compensation and a comprehensive benefits package.

Ready to check all the boxes? Join CluedIn and be part of something extraordinary.

About CluedIn

We're not just another data management company – we're trailblazers. What makes us special?

• We're pioneering the future of data management with our graph-based, Azure-native Modern MDM platform. We are reshaping the landscape, making data management quick, simple, and accessible like never before.
• Trusted by industry leaders worldwide, including Svevia, Envu (formerly Bayer AG), and A.J. Gallagher.
• Launched the first MDM solution seamlessly integrated with Azure Open AI, setting innovation standards.
• Our commitment to excellence is reflected in our Five-Star Gartner Peer Insights Reviews, showcasing the satisfaction of our customers and the quality of our solutions.
• Microsoft-recommended MDM partner seamlessly integrating with Microsoft's data services, including Microsoft Purview, Microsoft Fabric, and more.
• We're not simply looking for employees – we're seeking innovators, pioneers, and visionaries to join our team. Be part of our 50-strong team, to make your mark and shape the future of data management with us.

The Role - VP of Customer Success (remote):

We are seeking an experienced VP of Customer Success to lead our customer success team. Reporting to our CEO, this executive will be responsible for driving customer satisfaction, retention, and growth by developing and implementing strategies that ensure our clients derive maximum value from CluedIn’s solution. 

The ideal candidate will possess a deep understanding of customer success methodologies, exceptional leadership skills, and a passion for building lasting customer relationships. You will work closely with your team to enhance their understanding of Customer Success versus Customer Service and collaborate across departments to embed this ethos within the wider organisation.

Main Duties & Responsibilities:

• Leadership and Strategy:
  • Develop and manage the strategy, execution processes, and governance to ensure we deliver comprehensive Customer Success to all our customers, going beyond mere customer implementation.
  • Lead, inspire, and support your team by providing the necessary training and resources to differentiate Customer Success from Customer Service. Create an environment that encourages continuous learning, innovation, and teamwork.
  • Recruit, develop, and retain a highly skilled and motivated team, ensuring they are equipped to excel in their roles.
• Customer Engagement:
  • Implement initiatives to gather customer testimonials, ratings, and videos, and create health reports to track and analyse customer satisfaction.
  • Engage regularly with Customer Executives to ensure that key customer metrics are met or exceeded, focusing on NPS. Build strong relationships and validate that customers are experiencing exceptional value.
• Success Programs and Initiatives:
  • Lead efforts to develop strategies that reduce churn rates, increase customer loyalty, and boost renewal rates and billable hours. Collaborate with cross-functional teams to implement these strategies effectively.
  • Discover and leverage opportunities for customer growth and advancement.
  • Continuously refine and improve processes to enhance the efficiency and effectiveness of the customer success team.
• Collaboration and Communication:
  • Collaborate with cross-functional teams including sales, product, and marketing to drive customer-focused initiatives.
  • Provide feedback to the product team to influence the development of features and functionalities that address customer needs.
  • Communicate customer success stories and best practices internally and externally.

Qualifications, Skills & Experience

• 5-10 years of experience in a similar role.
• Ability and experience in liaising with executives at large enterprises.
• Ability to think strategically and execute tactically.
• Passion for delivering exceptional customer experiences and driving customer success.
• Strong analytical skills and an expert with customer success metrics and analytics tools.
• Proven experience on customer segmentation, project management, and process optimisation.
• Proven track record of successfully managing and growing customer accounts in a SaaS or technology-driven environment would be an advantage.

Personality Traits:

• A professional, friendly, and positive nature.
• An unwavering and intense commitment to achieving exceptional customer success.
• You advocate passionately for customer success within CluedIn, ensuring that we consistently achieve exceptional outcomes for our customers. We are committed to nothing less than extraordinary customer success.
• Resilient and willing to tackle any customer situation head-on and always available to provide support.
• Proactive and customer-focused leader with strong problem-solving skills, capable of driving our Customer Success initiatives to achieve outstanding results.

Desirable or Additional Qualifications / Skillset:

• Experience working with enterprise companies in the data space (large and complex businesses)
• Strong reputation for customer success, with references available upon request
• Established network with our strategic partner, Microsoft.

Company Values:

• Communicate transparently
• Be curious and think differently
• Work with not for customers
• Be good people

Company Benefits (or equivalent dependent on country):

• Stock Options: Eligibility for our stock option program, allowing you to become a vested part of our success and share in the company's growth.
• Support for Cost of Living: You'll receive cost of living support amounting to £100 per quarter.
• Home Office Comfort: Benefit from a £500 budget for setting up your home office.
• Health and Well-Being: Benefit from comprehensive private healthcare, including a healthcare cash plan, life insurance, and access to our Employee Assistance Programme.
• Time Off: Enjoy 25 days of annual leave plus standard public holidays.
• Investing in Your Growth: We provide 5 paid training days annually, allowing you dedicated time away from work to focus on your professional development.
• Flexible Work Environment: Embrace a flexible working environment with a remote-first policy.
• “Work From Anyway”: As part of our employee well-being strategy, we offer the flexibility for employees to work from various locations, including abroad, for up to 120 days per year.
• Team Adventures: Exciting global team-building experiences.