Position
Vice President - SaaS Sales & Customer Success
Location
San Francisco Bay Area
Experience
Minimum 12+ year
About Persistent
We are a trusted Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world including 14 of the 30 most innovative US companies, 80% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem.
Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum by reporting $328.2M in Q1FY25, delivering 16% Y-o-Y growth. Our 23500+ global team members, located in 21 countries, have been instrumental in helping the market leaders transform their industries. We’re also pleased to share that Persistent won the 2023 Golden Peacock Award for Excellence in Corporate Governance within the IT sector. Acknowledging our cloud expertise, we were named a Challenger in the 2023 Gartner® Magic Quadrant™ for Public Cloud IT Transformation Services. Throughout this market-leading growth, we’ve maintained strong employee satisfaction - over 94% of our employees approve of the CEO, and 89% would recommend working at Persistent to a friend.
The Opportunity
Persistent has partnered with a leading SaaS sales CRM company that will be operated as an independent product company within the Persistent ecosystem. The sales CRM platform is focused on boosting sales teams’ productivity through streamlining processes, enhancing pipeline visibility, and combining prospecting and sales engagement into an all-in-one CRM. The CRM platform served ~4,800 customers, reflecting a substantial presence in the SMB sales CRM market.
About the Position
Persistent Systems is seeking a dynamic and experienced Head/VP of Customer Success to lead our customer success team. This strategic role is critical to the product’s growth and customer retention. The ideal candidate will have a proven track record of driving customer success initiatives, managing large teams, and working cross-functionally to ensure our customers achieve their desired outcomes using our CRM solutions, while also contributing to broader business strategies and operations.
What you will do:
Leadership and Strategy:
• Develop and execute a comprehensive customer success strategy that aligns with the companies/product’s goals and objectives
• Lead, mentor, and grow a high performing customer success team, fostering a culture of customer centricity and continuous improvement
• Collaborate with the executive team to shape the overall business strategy and operational plans
Customer onboarding and adoption:
• Oversee the customer adoption process to ensure a seamless transition from sales to customer success
• Implement strategies to drive product adoption, engagement and satisfaction
Customer retention and expansion:
• Act as the voice of the customer within the organization, advocating for their needs and feedback
• Establish and maintain strong relationships with key customers, serving as their trusted advisor
Metrics and reporting:
• Define and track Key Performance Indicators ( KPIs) for customer success, including customer satisfaction, retention rates, and expansion revenue
• Provide regular reporting to the executive team on the health of the customer base and success initiatives
Business Operations and Strategy:
• Partner with Sales, finance, operations, and other business units to align customer success efforts with broader business goals
• Participate in strategic planning, budgeting, and resource allocation to support overall company growth
Go-To-Market (GTM) Strategies:
• Collaborate with Sales and Marketing to develop and execute effective GTM strategies for customer success and business growth
• Ensure alignment of customer success initiatives with sales and marketing efforts to optimize customer acquisition and retention
Collaboration and communication:
• Collaborate with cross-functional teams, including Sales, Product, Marketing, Engineering and Support to ensure a cohesive approach to customer success
• Communicate effectively with internal and external stakeholders, providing insights and recommendations to improve the customer experience
What you will bring:
• Proven experience in a senior customer success leadership role within a SaaS company, ideally with a CRM focus
• Demonstrated success in driving customer retention, expansion, and satisfaction
• Strong strategic thinking and problem-solving skills
• Experience with go-to-market (GTM) strategies and execution within a SaaS environment
• Ability to work collaboratively across departments and influence stakeholders at all levels
• Proficie
Location: San Francisco, CA
Posted: Aug. 20, 2024, 8:56 a.m.
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