Job Description: Vice President of Customer Success
Location: Remote, USA
Reports to: Chief Customer Officer (CCO)
Overview:
At Quickbase, we believe exceptional employees are not only the key to our success, but also to our customers’ success. We are seeking an experienced and visionary Vice President of Customer Success to lead our growing global team of Customer Success Managers. The VP of CS will be responsible for leading a global team of Customer Success Managers (CSMs) , across multiple regions (US, Europe & India), to drive value realization for our customers. You will develop and execute a comprehensive strategy to ensure customer success across all stages of the customer journey, focusing on customer retention, expansion, and advocacy. The strategy includes multiple engagement models including high touch and digital engagement. This role is integral in aligning customer objectives with our product offerings, guiding them toward measurable outcomes, and ensuring long-term value creation.
Key Responsibilities:
· Leadership & Strategy:
o Lead and inspire a diverse, high-performing global Customer Success team, providing direction, mentorship, and professional development opportunities.
o Develop and execute the global Customer Success strategy with a focus on value realization, customer retention, and expansion.
o Collaborate with senior leadership across Sales, Product, Marketing, and Operations to align on customer success initiatives and drive business growth.
o Oversee the establishment of measurable customer success metrics and KPIs to track and report on value delivered to customers.
· Customer Value Realization:
o Define and execute strategies to ensure customers achieve measurable value from their investment in our products or services.
o Implement customer success methodologies to guide CSMs in driving customer onboarding, adoption, retention, and expansion.
o Develop and refine customer success playbooks and resources to maximize customer outcomes across multiple engagement models.
o Ensure that the voice of the customer is heard and acted upon, gathering feedback to improve the overall customer experience and inform product development.
· Team Development & Management:
o Build and manage a high-performing global team of Customer Success Managers, ensuring alignment with company goals and the ability to scale as the business grows.
o Drive a culture of accountability, customer-first mentality, and continuous improvement within the CSM team.
o Foster collaboration among regional teams to ensure consistent delivery of customer success initiatives and best practices.
o Develop and manage the performance and career development plans for direct reports, including setting individual and team goals aligned with broader business objectives.
· Customer Advocacy & Retention:
o Cultivate strong relationships with key customer stakeholders and serve as an executive-level advocate for customer success within the organization.
o Drive proactive and strategic engagements with customers to ensure continuous value realization, while identifying opportunities for account expansion and upsell.
o Lead efforts to reduce churn, increase renewals, and build customer loyalty by ensuring customers see and experience ongoing success.
· Cross-Functional Collaboration:
o Partner closely with Sales, Product, Marketing, and other departments to ensure seamless handoffs and communication with customers across all stages of the lifecycle.
o Collaborate with Product and Engineering teams to ensure customers' needs and feedback are incorporated into product roadmaps and enhancements.
o Work with the Marketing team to create customer success stories, case studies, and other content that highlights customer achievements and drives further engagement.
· Data-Driven Decision Making:
o Utilize customer data and analytics to continuously improve customer success efforts and drive operational excellence.
o Leverage technology and tools (e.g., CRM, customer success platforms) to monitor customer health, track value realization, and deliver insights to leadership.
o Provide regular reports and updates to the executive team on key performance metrics, progress toward strategic goals, and overall customer satisfaction.
Qualifications:
- Experience:
- 12+ years of experience in customer success, account management, or related fields, with at least 5 years in a senior leadership role.
- Proven track record in leading global teams and scaling customer success operations in a high-growth environment.
- Expertise in driving value realization, retention, and expansion in a SaaS or technology-driven business.
- Demonstrated success in building and implementing customer success strategies, frameworks, and methodologies that result in measurable business outcomes.
- Skills:
- Exceptional leadership and team-building skills, with a history of managing diverse, global teams.
- Strong strategic thinking and problem-solving capabilities, with the ability to influence and drive results at all organizational levels.
- Excellent communication and interpersonal skills, with the ability to present to C-suite executives and build strong customer relationships.
- Deep understanding of customer success metrics, analytics, and tools (e.g., Salesforce, Gainsight, ChurnZero, etc.).
· Preferred Qualifications:
· Experience working in a multinational, fast-paced, and dynamic SaaS company.
· Familiarity with Lean, Agile, or Six Sigma methodologies for process improvement.
· Experience in managing customer-facing teams through major product launches or acquisitions.
Key Attributes:
- Strategic Thinker: Ability to anticipate future customer challenges and develop scalable solutions to address them.
- Customer Advocate: A passion for creating positive customer experiences and championing their needs internally.
- Data-Driven: Comfort with analyzing metrics and using data to inform decisions, optimize processes, and measure team success.
- Results-Oriented: Strong focus on outcomes, ensuring that the Customer Success organization is aligned with customer and business goals.
Why Join Us:
- Opportunity to lead a global, high-impact CS team in a growing SaaS company.
- Be part of a collaborative and innovative team shaping the future of cloud-based technology.
- Competitive compensation and benefits package.
