Vice President, Customer Success

Vice President, Customer Success

SmartSkin Technologies provides manufacturing optimization solutions globally to the food, beverage, & pharmaceutical sectors. Smart Skin serves 18 of the top 20 pharmaceutical companies in the world and 6 of the 7 major beverage brands with its patented and award-winning Quantifeel™ sensor and software solutions. While most of our engineering and production activities are undertaken in New Brunswick, Canada, our global presence is increasing with team members located in centers like Atlanta, Toronto, Montreal, Calgary, Munich, Los Angeles, San Jose, and Tokyo. 

Reporting directly to the Chief Customer Officer, the Vice President of Customer Success will take ownership of key areas that directly influence the customer experience and success journey with SmartSkin.  The VP of Customer Success will oversee and enhance customer success operations, from onboarding to ongoing usage, renewal, and building long-term relationships, to drive business growth.

In this position, you will have a direct and quantifiable impact on customer growth, satisfaction, retention, and loyalty. Your responsibilities will include designing, implementing, and continuously enhancing high-quality, high-performance operational plans and processes to deliver exceptional customer experiences. Additionally, you will mentor and develop our skilled Customer Success team using proven frameworks and leveraging your experiences.

As VP, Customer Success you will:

Organization and Processes

• Define and lead strategic initiatives for the customer success organization to reduce churn rates, increase customer loyalty, drive new business and boost renewal rates.

• Define, develop, implement, and manage strategies to improve customer centricity and customer success outcomes across onboarding, retention, and engagement processes for new and existing customers.

• Leverage technology, CRM software, and related tools to optimize customer success operations, automate outreach, increase operational efficiency, and reduce costs.

• Measure the effectiveness of customer success initiatives by tracking key metrics, such as customer satisfaction, engagement, retention, and churn, and developing strategies to optimize KPIs.

• Help identify, evaluate, test, track, and report on progress against key strategic priorities to enable growth. Push analytical rigor to measure effectiveness for Customer Success initiatives.

Interacting with Customers

• Identify and nurture customer bases and segments using comprehensive data analysis, customer feedback and market insights.  Identify patterns and trends in customer behavior, preferences, and satisfaction to ensure exceptional satisfaction, retention, and growth.

• Work with the sales teams, product teams, and marketing teams to develop strategies for customer acquisition, retention, and engagement.

• Implement a communication framework to enhance customer relationships and engagement, including sharing industry insights and gathering market intelligence to inform customer success strategies.

• Research and identify opportunities to better support our customers. Coordinate the design, development and execution of training solutions. Determining training and development priorities as a result of needs analysis, and acquiring or developing programs and resources to meet priority needs.

• Create a best in class VoC program that identifies customer needs, pain points and opportunities

• Manage Key Customer Escalations across Smart Skin Customers

Managing and Growing a Team

• Scale a high-performing, highly skilled and customer-obsessed team. Coach, and develop the Customer Success leadership team.

• Drive a result-oriented culture.

• Provide exemplary functional leadership with a sense of focus and direction for all Customer Success activities. Partner with leadership across the business to drive value creation for our customers.

• Own the definition of all process and knowledge/competency standards across the entire customer journey and ensure adherence to those standards.

Growing Business

• Drive growth in SaaS revenue expansion

• Work collaboratively with our Marketing, Sales and Product leaders to ensure a consistent customer/revenue growth strategy.

Our ideal candidate:

• Experienced leader with a proven track record of developing strategy and tactics which drive rapid growth, enhance performance, achieve a long-term vision, and maximize value comparable size SaaS organizations in all aspects of the post Sales experience including Customer Success, Customer Support and Customer Education

• Minimum of a bachelor’s degree in business, marketing, or a related field.  A Master’s in Business Administration (MBA) is preferred

• Certifications in customer success management, project management, customer experience management, and data analysis, a serious asset.

• Manufacturing experience is a must.  Beverages or pharma experience is a serious plus.

• Empathy and a customer-centric mindset.

• Results-oriented, self-driven get-it-done attitude and hands-on

• Strong problem-solving, analytical, and negotiation skills.

• Data orientation, with a deep understanding of SaaS metrics.  Exceptional analytical, strategic and critical thinking skills to drive the business’s strategy.

• Proficiency in customer success technologies (customer relationship and experience management, data analytics, visualization, and reporting tools), process, trends and best practices

• Customer segmentation experience.

• Project execution and management experience to collaborate closely to develop a world-class implementation methodology driving value realization

• Excellent communicator with the ability to clearly and concisely articulate a vision and value proposition to the company, customers and external stakeholders

• Effective leadership, team management and collaboration.

• Willing to travel, especially in the first year (50-60%)

Measures of Success

• Annual Recurring Revenue Growth
• Net Retention Rate
• Customer Satisfaction

Please apply online for this opportunity.  We appreciate your interest in our company! Only those candidates selected for an interview will be contacted.  

To learn more about Smart Skin Technologies, please click here.