Open Roles Within Our Portfolio

VP, Customer Success

Stensul

Stensul

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Tuesday, April 30, 2024

Who We Are

Stensul dramatically reduces marketing creation time - by up to 90% - so teams can better focus on improving marketing performance. Stensul makes this possible by streamlining the collaboration process and simplifying marketing asset creation for all marketers so they can create high-performing campaigns that drive stronger results. Stensul integrates with all leading ESPs/MAPs, workflow platforms, image digital asset management platforms, live content, link tracking, and messaging platforms. Top brands that trust Stensul to solve their most demanding marketing creation problems include BlackRock, BMW, Cisco, Demandbase, Equifax, Greenhouse, Siemens, Thomson Reuters, and Yahoo.

What You’ll Do

As the VP, Customer Success, you'll have a unique opportunity to help build our Customer Success organization and grow our existing customer base with a product that’s solving a true pain point and transforming the Martech industry.

At Stensul, our Customer Success team is responsible for building meaningful relationships with our customers at every step of the post-sales process, ensuring customer satisfaction, adoption of our product and retention of existing accounts, in addition to growth and expansion. You’ll lead & motivate a team of highly driven and successful Customer Success Managers, implementing efficient processes & tools that optimize for scale as we grow. You’ll lead Professional Services and Support Teams, work directly with our Sales & Executive leadership teams to build a winning customer success strategy, coach to goals, and measure performance against monthly, quarterly, and annual objectives.

At Stensul, our top priority is maintaining a people-first, diverse, and inclusive culture. We look for people who live by our values - Team Player, Learning Agile, Garra, and Above & Beyond - and work to be a little bit better every day. If you thrive in a fast-paced environment and are eager to take ownership of a large revenue-generating piece of the business, we want to hear from you!

Specific Responsibilities:

  • Hire, onboard, train, coach, and develop Customer Success Managers, as well as future CS managers & leaders
  • Define and own the entire post-implementation customer lifecycle:
    • Work cross-functionally to map the customer lifecycle and implement best practices and process improvements in collaboration with and Sales, Marketing, Product & Engineering teams
  • Develop and deploy strategies aimed at influencing future customer lifetime value through higher product adoption, customer satisfaction/NPS, and overall health scores
  • Build and develop a positive, diverse CS culture that inspires high-performance

Who You Are…

  • Have managed CS / AM Teams who have owned the renewal and growth within the logo, and been effective at producing 90%+ GRR and 120%+ NRR
  • Familiar with the ins and outs of building a strong Customer Success organization for a SaaS organization (minimum 8+ years in Customer Success preferred)
  • A proven, passionate, people-first leader - you lead by example and know how to recruit, onboard, develop, and retain top talent
  • Able to execute cross-functionally and drive for results in ambiguous, rapidly changing environments
  • Experienced in driving expansion & software adoption, and leveraging customer success tools, processes, strategies best practices to ensure our business thrives
  • Data-driven; you define & utilize team KPIs and metrics to inform your strategy and are an expert at understanding of the value drivers in recurring revenue business models
  • A builder at heart, with an entrepreneurial spirit to both ideate and execute
  • The ultimate team player who isn’t afraid to roll up your sleeves to get things done
  • Curious & learning-obsessed

What We Offer

  • Competitive compensation package that includes equity
  • Excellent medical, dental, and vision coverage for you and your dependents
  • Weekly catered lunches and fully stocked kitchen with snacks and beverages
  • Extra goodies like team breakfasts, monthly team outings, etc.
  • 401(k), life insurance, commuter benefits, and parental leave plans
  • Flexible time off policy to balance your work and life in the way that suits you best
  • Collaborative, transparent, and fun loving office culture
  • We are a growing company, so as we grow, YOU will grow!
Stensul is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce.
The compensation range being offered for this role is $225,000-245,000 plus variable compensation. Please note that Stensul's compensation philosophy is based on a geographical market approach, and the salary range listed relates specifically to roles located in New York. Stensul's compensation and career growth philosophy focuses on impact in the role, and starting salaries may vary for different individuals in the same role based the competencies and level demonstrated in the interview process.