VP of Customer Success

Position Summary

Foundation Software, a rapidly growing, national provider of construction software and services, seeks a highly skilled, experienced Vice President of Customer Success (VP of CS) to join our growing operations team. The VP of CS will be responsible for leading and managing the Customer Success and Support teams, driving customer satisfaction, retention, and expansion through exceptional customer service. The VP will develop and implement strategies to ensure customers derive maximum value from the company's products/services, reduce churn, and increase customer loyalty.

This role requires strategic leadership, data-driven decision-making, cross-functional collaboration, and an in-depth understanding of customer needs and behaviors. The VP of CS will also be responsible for mentoring and developing a high-performing customer success team, enhancing operational efficiency, and driving initiatives that improve customer experience at every stage of the customer journey.

Essential Functions and Responsibilities

Leadership & Strategy:

• Lead, mentor, and develop the Customer Success and Support teams, including Customer Success Representatives, Support Representatives, and Customer Success Operations.
• Define and execute the customer success strategy, aligning with company goals to drive customer retention, revenue growth, and expansion.
• Set clear customer success objectives, KPIs, and goals for the team and regularly track progress.
• Collaborate with executive leadership, sales, marketing, and product teams to align customer success strategies with business objectives.
• Develop and execute strategies to increase customer satisfaction and reduce churn by proactively addressing issues and ensuring timely resolutions.

Customer Success Operations:

• Oversee day-to-day operations of the customer success and support teams, ensuring they meet and exceed performance metrics.
• Build and refine customer success processes, workflows, and best practices to drive consistency and efficiency.
• Manage customer lifecycle touchpoints, including onboarding, training, and renewals.
• Develop and implement customer engagement programs to ensure continuous value delivery and proactive communication.
• Identify, track, and mitigate customer risks to ensure ongoing satisfaction and success.
• Recruit, hire, and onboard top talent for the customer success and support teams.
• Provide ongoing coaching, training, and career development for team members.
• Foster a culture of collaboration, customer advocacy, and continuous improvement.

Data & Reporting:

• Analyze customer data to identify trends, insights, and opportunities for improvement.
• Develop and deliver regular reports to the executive team on customer health, key metrics, and team performance.
• Use data to inform decision-making, optimize customer success processes, and forecast future customer needs.
• Ensure the team effectively utilizes customer success software, CRM tools, and support systems to track and manage customer interactions.

Cross-functional Collaboration:

• Act as the voice of the customer within the company, advocating for customer needs and ensuring customer feedback is incorporated into product and service offerings.
• Work closely with the product and engineering teams to communicate customer feedback and influence product roadmap decisions.
• Partner with Sales to identify and support opportunities for upsell, cross-sell, and renewals, ensuring smooth transitions from Sales to Customer Success.

Qualifications:

• Bachelor's degree; MBA or advanced degree is a plus.
• 8 years of experience in customer success, customer support, or a related field, with at least 5 years in a leadership role.
• Proven experience managing and scaling high-performing customer success and support teams.
• Strong understanding of customer success metrics and KPIs (NPS, retention rate, customer health, churn rate).
• Ability to inspire, motivate, and manage diverse teams to achieve ambitious goals.
• Capable of developing and executing long-term strategies while managing day-to-day operational priorities.
• Comfortable with data-driven decision-making and reporting, leveraging tools such as CRM, analytics platforms, and customer success software.
• Excellent verbal and written communication skills, with the ability to build relationships at all levels within the organization and with external stakeholders.
• Strong troubleshooting and conflict resolution skills, with the ability to de-escalate and resolve complex customer issues.
• Proficient with customer success tools (Gainsight, Totango), CRM software (Salesforce), phone system and helpdesk systems (Salesforce).
• A passion for customer satisfaction and improving the customer experience.
• High-energy, proactive, and self-motivated with a strong sense of accountability.
• Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
• The employee must have a valid driver's license and a driving record acceptable to the Company's insurance company.
• Ability to work fulltime in our Strongsville, Ohio office.
• Occasional travel may be required for customer meetings or tradeshows.