VP Customer Success (AdTech/Healthcare) - Pekamiar : Job Details

About the job

Our Client is a leader in physician-only platforms for programmatic marketing. This is a high visibility/high impact leadership role that heads up one of the PODs and reports directly to the Chief Customer Officer.

What You'll Do

We are looking for a Senior Director to join the Customer Success team, a strategic leader who is technically adept and possesses a proven track record of driving business outcomes. In this senior role, you will be a key growth driver of our Customer Success function, ensuring high levels of client satisfaction and retention, while strategically contributing to revenue growth. Your scope will include overseeing customer relationships, leading success programs, driving cross-functional collaboration, and enhancing customer experience initiatives. Additionally, you will provide strategic insights to guide business decisions and optimize operational efficiency.

• Develop and Execute Customer Success Strategy: Lead the development and execution of a comprehensive customer success strategy that aligns with the company's business goals, focusing on driving client retention, expansion, and satisfaction.
• Customer Retention and Growth: Set clear retention and growth objectives, define success metrics, and ensure the team meets key milestones to drive client success and loyalty.
• Leadership and Team Development: Build, mentor, and lead a high-performing Customer Success team, cultivating talent and ensuring the team delivers exceptional customer service.
• Customer Advocacy and Relationship Management: Serve as the main point of contact for key clients, ensuring strong relationships and acting as a trusted advisor to promote long-term partnerships.
• Optimize Customer Onboarding and Engagement: Oversee the development and implementation of customer onboarding processes, training programs, and proactive support initiatives to drive product adoption and minimize churn.
• Cross-functional Collaboration: Partner with Sales, Product, and Marketing teams to identify opportunities for upsell, cross-sell, and product enhancements based on customer feedback and business needs.
• Strategic Insights and Reporting: Utilize data and market insights to inform customer strategies, improve the customer experience, and ensure the team delivers value at each stage of the customer lifecycle.
• Budget and Resource Management: Manage the Customer Success department's budget, optimizing resources to ensure the delivery of exceptional customer experiences while maintaining cost-efficiency.
• Market and Industry Awareness: Stay abreast of industry trends, customer behavior, and competitive landscape to ensure the company remains competitive and aligned with client needs.

Who You Are

• 10+ years of leadership experience in Customer Success, Account Management, or Client Services at an AdTech company or media agency – with a focus in healthcare (HCP).
• Proven track record in leading and scaling a Customer Success team, driving client retention, and generating revenue growth through customer-centric strategies.
• Exceptional leadership and communication skills, with the ability to influence and inspire teams, while also engaging effectively with executive stakeholders and key clients.
• Strategic thinker with a data-driven mindset; experience in leveraging analytics and insights to optimize processes and drive customer satisfaction and business growth.
• Collaborative leader with the ability to work cross-functionally across Sales, Product, and Marketing to align on goals and deliver exceptional customer outcomes.
• Strong financial acumen, including the ability to manage budgets, forecast revenue, and ensure efficient allocation of resources.
• Deep understanding of customer needs and the ability to troubleshoot, address challenges, and build long-term value through innovative solutions.
• Experience promoting product value, upselling services, and contributing to overall company growth through successful customer advocacy and relationship management.

Benefits

• Competitive salary and bonus/uncapped commission plan
• Stellar health care plan options for you and your family (Medical, Dental & Vision)
• 401K + 4% Matching