VP of Customer Success

Community Brands

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/04/2021
  • Website: communitybrands.com
  • Company Address: 9620 Executive Center Drive North Suite 200, St. Petersburg, FL, 33702

About Community Brands

Community Brands is the leading provider of cloud-based software to associations, nonprofits, K-12 schools and faith-based groups. Through innovation and technology, the company empowers more than 100,000 clients and partners to succeed faster, grow stronger and achieve social good. Organizations adopt Community Brands software to manage memberships, career centers, learning, accounting, mobile giving, peer-to-peer fundraising, donations, admissions, enrollments and events. Using these engagement platforms, customers of all sizes create meaningful and lasting experiences for their members, donors, volunteers and families.

Job Description

Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions. Like our clients, our nearly 2,200+ employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though that’s a great perk). The Community Brands culture is one where employees can pursue this passion as part of their profession, and we’re looking for great employees to join us! 
 
We are seeking a VP Customer Success to join our growing team!
 
A Day in the Life:
Community Brands is looking for a Vice Present of Customer Success to help lead the strategy for retention and customer experience for our clients. The VP will oversee a team tasked with enablement, adoption, and retention of our entire Associations customer base. This person will work cross-functionally to ensure our processes, structure, and that our clients are achieving their business outcomes with our portfolio of Association products. 
  • Leadership – build, manage, support, and monitor the team within the organization.  Manage team development, cultivate individual talents, and build strong relationships that facilitates team success. Promote a culture of high performance and continuous improvement that values learning and a commitment to quality.
  • Best Practices - drive change initiatives as required to improve efficiencies and execute on business commitments.  Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Develop operating metrics to measure productivity and growth initiatives.
  • Define and manage the onboarding, expansion, and retention strategy for our customers 
  • Hire, train, manage and develop a team of high-performing Customer Success Managers
  • Ensure customers are meeting their business outcomes through our products and services and work with other departments across the business such as Sales, Marketing, and Product to deliver on those outcomes
  • Achieve maximum growth and expansion potential for existing customers through regular business reviews and joint initiatives with the sales team
  • Partner with internal teams on process improvements related to the entire customer experience
  • Define the path to hit key goals such as net revenue retention, logo retention, expansion, revenue targets, and product adoption and engagement
  • Serve as an advocate to the executive team for all things customer (e.g. customer issues, product suggestions and needs, market positioning)
We are looking for someone who:
  • Has experience managing Customer Success programs that covers a wide portfolio of products and covering thousands of customers
  • Has 5+ years of Senior Management leadership in the areas of Customer Success, Account Management, Sales, and/or Professional Services
  • Has 10+ years of account management, customer success, or sales experience with a B2B SaaS
  • Successfully led the growth of a customer base
  • Ownership of the customer department and owned numbers such as net revenue retention, logo retention, and NPS.
  • Passionate, capable leader: passionate about developing and motivating people and building a world class team
  • High energy, driven, mentor with the ability to establish instant credibility and rapport
  • Action-oriented leader with a high sense of urgency and a hands-on, roll-up-your-sleeves approach
  • Open, engaging leader who inspires others, listens well and has a high EQ
  • Ability to implement best practices and processes that scale
  • Track record of consistently improving a company’s win rate
  • Outstanding communication skills: effective communicator with the ability to articulate a clear vision and value proposition
  • Strong executive presence and excellent verbal and written communication skills with the ability to articulate sales performance to the Executive team
  • Knowledge and experience in organizational effectiveness and operations management
  • Worked cross department with Sales, Marketing and Product to deliver customer needs
Location:
Flexible Location. This role could entail travel.
 
Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And, we look forward to you being part of our story!
  • Flexible Planned Paid Time Off
  • Generous Sick Leave
  • Casual Environment
  • Purpose Driven Culture
  • Work-life balance
  • Passionate about Community Involvement
  • Company Paid Parental Leave
  • Company Paid Short Term Disability
 
Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.