Director of Customer Success

New York City, NY, US / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/13/2021
  • Website:
  • Company Address: 228 Park Avenue S, New York, NY, 10003

About is the AI (artificial intelligence) platform for accounting firms and enterprise finance departments. This machine learning and cloud automation technology has already been trained on over 100 million live accounting documents and transactions.

Job Description

About Vic Ai 

We are a rapidly growing US based global start-up with roots from Norway. We develop artificial intelligence (AI) that simplifies the world of accounting. Our platform for accounting firms and enterprise finance departments automates multiple finance functions, helping accounts payable (AP) teams become more efficient and reduce errors on routine tasks such as invoice processing, approval workflows, and electronic payment processing. 

We were founded by three Norwegian entrepreneurs and are backed by renowned Silicon Valley investors including Costanoa Ventures, Cowboy Ventures and GGV Capital.

We have two main office locations, New York and Oslo. Many of us are currently working from home. 

About you/Experience (We think you'll be successful if you have...) 

  • 4-7+ years experience leading a customer success or similar function, ideally in a SaaS or subscription enterprise software company. Professional services experience is a plus
  • Experience in building, leading and managing a team, as well as the customer success support structure for a rapidly expanding SaaS platform 
  • Experience driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Ability to be flexible in responding to evolving business priorities and dealing with ambiguity
  • Ability to think analytically, develop processes and procedures, solve problems, and delegate when necessary
  • Ability to communicate effectively, both verbally and in writing, to both internal and external stakeholders
  • An impeccable standard of integrity 

Role details 

We are seeking a Director of Customer Success to optimize the customer experience from onboarding to expansion to growth and retention. This position is both a strategic and tactical role where you will continue to develop customer expansion and retention strategies whilst building and leading a small team in directly supporting our customers. The ideal candidate will both be managing and have the ability to roll up their sleeves to ensure best in class customer experience. You will directly impact the growth and success of through ensuring the satisfaction of our customers. 

Key areas of responsibility

  • Set the overall vision and strategic plan for the Customer Success organization, ensuring a positive customer experience, driving product adoption, and successful net revenue retention growth
  • Ensure customer satisfaction
  • Lead and manage the day to day of new customer onboarding, inbound support, customer training, and revenue expansion 
  • Build, lead, recruit, retain and develop a high performing team
  • Drive increases in revenue and customer lifetime value through higher product adoption, higher customer satisfaction and reduction in churn 
  • Optimize customer lifecycle through initiatives to improve customer engagement and department wide operational practices 
  • Develop company-wide customer success mindset and collaboration through integrating processes and support with sales, marketing, product, and engineering
  • Advocate for an improved customer experience by identifying opportunities to enhance product features 

What we offer

  • An exciting work environment operating at the forefront of AI technology development
  • A company full of incredibly talented, curious and friendly people
  • The opportunity to work remotely including workstation setup (hardware, accessories, etc.) 
  • Company-funded team building events to create a more cohesive team  and strong culture  
  • Competitive compensation package including 401K, health/vision/HSA benefits, generous PTO and other perks

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