VP of Customer Success

Forsys is a global technology services firm providing a wide spectrum of enterprise, cloud, and analytics services. Since its inception in 2015, Forsys has delivered high-quality software solutions for front, middle, and back-office systems. With a team of 300 problem solvers, Forsys operates globally with offices in North America (US, Canada), India, and extended teams in South America.

Forsys prime offerings are in the areas of Quote-to-Cash, Customer Relationship Management (CRM), Oracle Financials, and Supply Chain Management. The Quote-to-Cash practice focuses on transforming customers’ business processes, including Quoting, Contracts, Billing, Order Management, ECommerce, and Revenue Management, leveraging industry-leading solutions from Salesforce, Conga, and Oracle.

What You Will Be Doing

This VP position is responsible for defining and driving the Customer Success strategy to ensure customer satisfaction, retention, and business growth for the Salesforce, Conga and Oracle practices. The role involves managing relationships, ensuring successful customer outcomes, and driving value realization for customers. You will oversee the three main pillars of Customer Success: customer advocacy, value delivery, and team leadership.

Responsibilities

Customer Success Strategy

• Build and execute a comprehensive Customer Success strategy aligned with the Quote-to-Cash offerings, including Salesforce, Conga, and Oracle solutions.
• Ensure customer retention by delivering measurable business outcomes and fostering trust with customers.
• Identify and implement scalable processes to streamline customer engagement and ensure value realization.
• Drive adoption solutions such as Conga CPQ, CLM, Billing, Salesforce CPQ, Billing, and Oracle to maximize customer ROI.

Customer Engagement & Advocacy

• Build long-term relationships with customers, acting as a trusted advisor to help them achieve their business goals.
• Proactively address customer concerns, track customer satisfaction metrics, and ensure timely resolution of escalations.
• Develop and maintain customer health metrics, tracking success criteria such as NPS, customer retention, and churn rate.
• Conduct regular business reviews with customers to align on outcomes, performance, and future opportunities.

Value Realization

• Leverage deep industry expertise to maximize customer value through automation and effective business processes across Salesforce, Conga, and Oracle ecosystems.
• Collaborate with business teams to support customer adoption, governance, and standardized processes.
• Develop best practices and frameworks for implementations to accelerate time-to-value for customers.

Team Leadership & Development

• Lead a global team of customer success managers, analysts, and technical architects to deliver exceptional customer experiences.
• Mentor and coach team members to foster a culture of collaboration, innovation, and continuous improvement.
• Establish and measure team performance using KPIs related to customer satisfaction, retention, and value realization.

Customer-Centric Delivery Excellence

• Collaborate with the delivery and operations teams to ensure the success of customer implementations and ongoing support across Salesforce, Conga, and Oracle platforms.
• Partner with internal stakeholders to enhance delivery processes and tools to better serve customers.
• Ensure global coordination across teams in North America, India, and South America to deliver a seamless customer experience.

Thought Leadership & Growth

• Act as a thought leader and advocate for customer success both internally and externally.
• Represent Forsys in industry forums, conferences, and customer engagements, promoting best practices and innovative approaches across Salesforce, Conga, and Oracle.
• Drive business growth by identifying expansion opportunities within existing customer accounts.

Leadership Qualities

• Demonstrated ability to inspire and lead high-performing global teams with diverse technical and functional skills.
• Strategic thinker who can anticipate customer needs and translate them into actionable plans.
• Passion for developing talent and creating a culture of engagement and innovation.
• Strong ability to influence senior executives, customers, and internal teams to drive alignment and results.

Specifications

• At least 12 years of experience in customer success, program management, or related roles, with a proven track record in customer relationship management.
• Minimum of 10 years of experience with Salesforce/Oracle/Conga, including hands-on expertise in implementation and advisory.
• Exposure to ERP and application landscapes, with a strong understanding of data and information flows, especially in Oracle ERP ecosystems.
• Strong analytical, problem-solving, and decision-making skills with a customer-centric mindset.
• Proficiency in customer success tools, project management methodologies, and business process frameworks.
• Exceptional verbal and written communication skills, with the ability to engage effectively with C-level executives.
• Demonstrated ability to develop business cases, manage risks, and ensure value delivery.
• Willingness to travel as required by the business.

Why Join Forsys?

• Be part of a dynamic and growing global technology services firm.
• Lead innovative customer success strategies in the high-impact Quote-to-Cash domain with Salesforce, Conga, and Oracle solutions.
• Work with a team of passionate problem-solvers across North America, India, and South America.
• Shape industry trends with thought leadership and customer-centric innovations.