VP, Customer Success
Customer Success Lead at Fast Growing Venture-Backed Thing Management Company
Full-time San Francisco
Oomnitza helps some of the world’s leading companies manage, track and optimize the physical assets in their businesses. Whether traditional IT equipment (computers, mobile phones, monitors, servers, etc.) or non-traditional corporate assets (aerial mapping systems, kegs, solar panels, etc.) we manage them all. The explosion in devices caused by the Internet of Things revolution has created an enormous opportunity and we are scaling rapidly.
Oomnitza provides a software platform that automates and optimizes the management of all the ‘machines’ that power an organization. We help our customers streamline processes around buying machines, receiving machines, deploying assets to customers or other end-users, maintaining the security of corporate information, tracking inventory, servicing equipment, staying on top of software license usage and providing a holistic view to assets in the organization.
We have a great product and an impressive roster of customers; Now, we are looking to rapidly scale the business. We want to ensure that every customer is using the product to its full potential and have set a goal for net negative churn in 2018. This is an exciting opportunity for an experienced Customer Success expert to leverage the great work done to date while building a Customer Success organization that can scale with Oomnitza’s explosive growth.
Drive Customer Success Outcomes: 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; Deliver against renewal revenue target
Define and Optimize Customer Lifecycle: Map customer journey; Develop listening points in a journey (e.g., usage, satisfaction, etc.) and find ways to automatically develop account health scoring system; Standardize interventions for each point in the journey; Define segmentation of customer base and varying strategies; Bring industry best practices to Oomnitza
Manage Customer Success Activities: Develop comprehensive and scalable onboarding playbook; Create customer training and certification program; Manage existing Customer Support and Customer Success teams, hire exceptional new reps and create rapid onboarding processes for new team members; Own entire customer journey from contract signature to implementation to renewal to cross-sell / up-sell
Measure Effectiveness of Customer Success: Define operational metrics for the team and establish a system for tracking metrics; Expose a subset of metrics to the executive team, company and board
Inspire Customer Success Across Company: Create company-wide culture of Customer Success; Be the voice of the customer to Product and Engineering when planning product roadmaps; Align with Sales around cross-sell and up-sell and focus on selling with a retention focus; Align with Executive Team around key metrics and objectives; Drive company-wide definition of ideal customer; Create company-wide customer feedback loop
- 5+ years experience leading customer-facing organizations
- Highly motivated, positive and results-driven
- Scrappy and execution-oriented; willing to get hands dirty and build out the processes and playbooks from the ground up
- Ability to understand customer needs and find ways to ensure customer satisfaction
- Excellent time management, communication and organizational skills
- Strong empathy for customers and passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
What we can offer you:
Career Growth: This is an executive role at a fast-growing enterprise software company. You will have the opportunity to build a world-class customer success organization that grows with the business.
- Market-competitive salary plus equity
- Fully-stocked kitchen
- Ergonomic workspaces and stand-up desks
- Generous PTO policy
This is a once-in-a-lifetime career opportunity to get on-board a fast-growing business with a proven market-leading solution. You will have the opportunity to work closely with the founders, executive team and investors. We are a no-nonsense, work hard, play hard kind of team with all the typical Silicon Valley amenities and a downtown SF location. Oomnitza is venture-backed by Bowery Capital, Bloomberg Beta, and Bessemer Venture Partners.