Vice President of Customer Success

Job Title: VP, Customer Success

Department: Customer Success

Reports to: SVP, Customer Success

Company Overview:

Here at Craftable, we create best-in-class technology for world-renowned bars and restaurants. We were founded back in 2015 in Silicon Valley by tech experts and hospitality industry veterans. Since then, we have brought the best to Texas for a warm southern twist! Our goal is to collaborate with restauranteurs, operators, and accountants to reduce labor costs, increase efficiency, and drive profit for our clients. Our platform is built to accommodate operators from independent restauranteurs to regional and national chains.

Overview of Role:

The Vice President of Customer Success is a strategic leader responsible for driving customer satisfaction, retention, and expansion. This individual will lead the Customer Success team, define and execute strategies that maximize customer value, and foster long-term relationships to ensure the success of both the customer and the company. The VP of Customer Success will be a key member of the leadership team, working cross-functionally to align customer success efforts with business objectives.

Key Responsibilities

Leadership:

• Execute the overall Customer Success strategy to align with company goals and drive customer satisfaction, retention, and growth.
• Define and track key performance indicators (KPIs) for the Customer Success team, including customer health scores, customer retention rates, risk mitigation and expansion metrics.
• Partner with executive leadership to contribute to overall company strategy, product roadmap, and go-to-market plans.
• Design and implement scalable processes for onboarding, adoption, retention and expansion.

Team Management:

• Lead, mentor, and scale high performing teams including managing to expectations and performance improvement opportunities.
• Foster a customer centric culture, emphasizing proactive engagement, problem solving, and continuous improvement / upleveling of CSMs.
• Proactively identify potential issues and work with internal stakeholders and customers to address them before they escalate.
• Establish training programs and career development plans for team members to enhance their skills and advance their careers.

Customer Lifecycle Management:

• Build strong relationships with key customer stakeholders, acting as a trusted advisor and advocate for their success.
• Act as an escalation point for your book of business and CSMs in your team.
• Gather and analyze customer feedback to identify opportunities for product improvements and communicate these insights to stakeholders including Sales, Marketing, R&D.
• Drive customer advocacy initiatives, such as case studies, testimonials, and reference programs, to promote customer success stories.

Customer Retention:

• Develop and implement strategies to reduce churn, increase customer lifetime value (LTV), and drive upsell opportunities with Sales.
• Collaborate with Sales and Marketing teams to identify and execute on opportunities for customer expansion and growth.
• Lead key EBRs/QBRs and other strategic meetings with customers to ensure alignment on goals and performance.

Data Driven Decision:

• Leverage data analytics and insights to make informed decisions and continuously improve upon department strategies.
• Identify trends and flags to help improve Customer Lifecycle analysis and opportunities or gaps in Craftable’s current service models.
• Report regularly on the performance of your Book, CSM, adherence to goals and objectives, and customer health trends.
• Utilize metrics to help with collaboration internally, acting as a business owner and customer advocate simultaneously.

Operational Excellence:

• Implement systems and tools to track and measure all areas of the customer lifecycle.
• Maintain and manage quarterly and annual metrics of KPIs, identifying continuous areas of improvement.
• Execute and maintain quarterly goals & variable programs for the CS organization and individual contributors.
• Maintain CRM data hygiene across the book of business.
• Design and execute digital success strategies for longtail accounts in a 1:many structure.

What We Offer:

• Competitive salary
• Competitive benefits package including medical, dental, and vision insurance
• Supplemental national holidays, parental, personal, bereavement, and reproductive loss leave plans etc.
• Unlimited PTO
• Retirement plans with 401(k) match
• Opportunities for career growth and professional development
• Vibrant company culture with frequent team-building events
• A collaborative and supportive work environment that values innovation and inclusivity