VP, Account Management & Customer Success- Arc Publishing

Job Description

Position Overview:

The VP, Account Management & Customer Success will create a vision and strategy to continue the growth of the Arc platform. Working alongside sales in the sales cycle and professional services through customer on-boarding, The VP will drive renewal and revenue expansion while helping our customers leverage the Arc platform to drive their business results.

The Team:

The Arc Publishing team is known for their state-of-the-art digital experience platform engineered to meet the demands of enterprise brands and media/entertainment companies around the world. Owned by Jeff Bezos, Arc helps create and distribute content, drive digital commerce and deliver powerful multichannel experiences to both internal and external audiences. Today, Arc powers more than 1,400 sites across 23 countries reaching over 1.5 billion unique monthly visitors.

What you will do:
Help our customers be successful on the platform
  • Support customers and empower them to succeed and grow using Arc Publishing
  • Drive processes to enable customers to drive deeper and meaningful adoption of the products and platform
  • Lead a world-class Customer Success organization spanning Customer Success Engineering and Account Management in the US, EMEA, and LATAM
  • Drive customer effective retention rate through structured programs that focus on increasing account revenues through expansion programs, contract renewal rates, and minimizing churn

Drive product adoption and platform knowledge
  • Influence future lifetime value through higher and deeper product adoption, customer satisfaction, NPS, and overall health scores; this includes definition and optimization of the customer lifecycle
  • Develop strategic initiatives that align to the customer journey map and drive customer satisfaction, retention, and advocacy
  • Maintain a deep understanding of Arc customers, product offerings, product use cases and best practices, and work across all internal teams to drive improvements

Lead a global team
  • Foster collaboration and a shared culture within teams, across the Customer Success and other departments, and across the customer lifecycle
  • Encourage continuous learning within the team

Measure results and drive improvements
  • Create and manage key KPIs for each customer account
  • Identify and drive change both internally and with our customers to help both be successful
  • Work across teams to improve delivery, CSAT, and revenue

Embed Customer Success across the company
  • Drive proactive, cross-functional alignment and collaboration across the business including Sales, Marketing, Product and Engineering organizations
  • Be the primary advocate for customers, representing both the voice of the customer and the company, and balancing the needs of the customer with those of the business
  • Serve as a key stakeholder by providing input and investment recommendations to the product roadmap based on internal and customer needs and experiences
  • Serve as the customer advocate by creating a feedback loop on customer issues, escalations, and needs with appropriate internal teams

Requirements :

  • Extensive experience (10+ years) leading a fast-pace SaaS-based customer organization with a proven track record in driving customer outcomes and revenue
  • Strong empathy for customers and understanding of value drivers in recurring revenue business models
  • High impact leadership skills, including setting a clear vision and strategy, motivating, and coaching others, driving urgency and results
  • Experience leading success of a highly technical product
  • Deep go-to-market knowledge and experience implementing and measuring operational metrics, leveraging data to identify trends in customer satisfaction and retention risk
  • Exceptional business acumen and world-class presentation and customer interaction skills.
  • Ability to respond to high-impact customer and product escalations in a way that drives customer loyalty including the ability to listen and speak clearly to customers
  • Analytical and process-oriented mindset
  • Demonstrated leadership experience in encouraging and empowering teams' curiosity, empathy, integrity, responsiveness, transparency, agility and authenticity
  • Proven ability to lead and grow customer success and account management teams
  • Experience working for a growth stage startup company highly preferred

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