VP of Customer Success

Founded in 2009, SendGrid is an industry-disrupting, cloud-based customer communication platform that solves the challenges of reliably delivering emails on behalf of our customers.  We deliver over 30 billion emails a month for customers like Airbnb, Spotify, and Uber.

Building strong, trusted partnerships with SendGrid customers, the VP of Customer Success will act as a true strategic advisor to our customers and internal stakeholders. You will be responsible for helping our customers effectively engage with our platform and be dedicated to helping our customers create successful email communication strategies. You will always have our customers best interest in mind, acting as their internal advocate to ensure they are set up for success. You will also lead the strategy and continue to develop our practice of Professional Services.

What You’ll Do

  • Live by and champion our cultural values of Happy, Hungry, Honest, and Humble
  • Drive Customer Success Outcomes - increase renewal rates and reduce churn; expand our revenue in accounts through cross-sell and upsell; influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; drive new business growth through greater advocacy and reference-ability
  • Drive Professional Services Opportunities - achieve aggressive quarterly and annual targets; execution of Professional Services delivery, tracking and reporting for customers to achieve customer satisfaction, utilization and revenue goals; build, evolve, grow, and lead the practice according to needs and requirements of our customers and business demands.
  • Define and Optimize Customer Lifecycle - map customer journey; develop listening points in journey (e.g., usage, satisfaction, etc.); standardize interventions for each point in journey
  • Measure Effectiveness of Customer Success - define operational metrics for team; establish system for tracking metrics; create cadence for review within team; expose subset of metrics to executive team, company and board
  • Lead a World-class Customer Success & Professional Services Team - recruit experienced leaders for each functional role; attract high potential individual contributors into team; create rapid onboarding process for new team members; foster collaboration within team and across customer lifecycle; encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology - support systems, customer marketing software, reference and advocacy solutions, Customer Success Management platform
  • Inspire Customer Success and Professional Services Across Company - create company-wide culture of Customer Success and Services; align with Marketing around marketing to existing clients; align with Product around driving product roadmap; align with Sales around cross-sell and up-sell and focus on selling with a retention focus; align with Finance around measurement and forecasting; align with Executive Team around metrics and objectives; drive company-wide definition of ideal customer; create company-wide customer feedback loop
  • Player-Coach and Mentor a team of global Customer Success and Professional Services Directors, Managers, and Individual Contributors as they develop strategies to help our customers achieve their goals and ensure client deliverables are on time and exceed high quality standards
  • We're an agile, fast-growing company and this job description isn't meant to be a complete list of your qualifications or all of the things you'll do

About You

  • Typically, eighteen plus years of experience with at least ten years management
  • Recent experience as a VP or Sr. Director of a Customer Success and/or Professional Services function managing a $50MM+ revenue line, within a SaaS organization
  • Demonstrated experience providing excellent customer service and leadership to teams and strategic customers
  • Proven experience driving value within a SaaS organization, by uncovering new revenue opportunities and identifying risks
  • Strong relationship building skills in order to work with clients, understand their business objectives and develop strategies to meet their goal
  • An exceptional listener and communicator who effectively conveys information verbally and in writing
  • Adaptable and responsive, passionate about technology and client satisfaction
  • Curious and inquisitive about the ever-changing world of technology
  • Bachelor’s degree in relevant discipline
  • Inspirational - Once a vision is established, give people an idea about what to do or create and inspire them to get onboard.  Can develop a plan and sell constituents on the merits and drive alignment and buy-in
  • Strategic - Provide proactive, meaningful insight & identification of long-term or overall aims and interests and the means of achieving them. Clear and directly face the strengths and weaknesses, as well as external opportunities and threats
  • Emotionally Intelligent - Recognize their own, and other people's emotions, to discriminate between different feelings and label them appropriately, and to use this to guide thinking and behavior
  • Decisive - Use a framework or process by which to make decisions. At times, will need to make decisions quickly and often with incomplete data
  • Persuasive - Bring others to their point of view using logic, data, and emotion. Have a formal process and framework by which to make qualitative and quantitative points, not just using emotional appeals
  • Accountable - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
  • Self Motivated - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
  • Focused - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
  • Collaborative - A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals

Bonus Points

  • Domain Experience including Email or other forms of communications, Mar-Tech, Ad-Tech
  • Experience guiding an SMB to Enterprise services evolution

SendGrid is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

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