EVP, Customer Success

| Greater Denver Area
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Convercent is seeking an experienced EVP of Customer Success that will lead a global Customer Success organization that owns driving value and success for our 650+ customers. In this role, you will be responsible for bringing strategic vision and operational leadership to the Customer Success organization inclusive of the Customer Success Management, Professional Services and Support teams.

The successful candidate will execute a vision and playbook from working alongside Sales in the sales cycle and customer on-boarding through support, renewal and revenue expansion while positioning Convercent’s Customer Success organization as a competitive advantage.  The EVP of Customer Success will report to the CEO and will serve as a member of the Executive Leadership Team.

Responsibilities include, but are not limited to: 

Drive Customer Success Outcomes

  • Lead a world-class Customer Success organization spanning Customer Success Management, Professional Services and Support teams in the US and EMEA.
  • Lead and own Customer Success and Professional Services P&L responsibility.
  • Drive customer effective retention rate through structured programs that focus on increasing account revenues through expansion programs, contract renewal rates and minimizing churn.
  • Drive new business growth through greater advocacy and reference-ability from current customer base.
  • Architect professional services offerings and support delivery models that align with current customer segments and market requirements, deliver on customer time to value and scale with Convercent’s growth projections.
  • Align pricing and packaging of all CS services as part of overall go-to-market strategies at target margins, and value to customer.

Define and Optimize the Customer Lifecycle

  • Influence future lifetime value through higher product adoption, customer satisfaction, NPS, and overall health scores. This includes definition and optimization of the customer lifecycle.
  • Develop strategic initiatives that align to the customer journey map and drive customer satisfaction, retention, advocacy and LTV.
  • Define the segmentation of the customer base and the appropriate service levels for each segment, based on factors such as ARR and strategic fit.
  • Maintain a deep understanding of Convercent’s customer, product offerings, product use cases and best practices.

Design, Implement and Manage Customer Success Activities and Priorities

  • Onboarding
  • Training
  • Technical / Customer Support
  • Customer Success Management
  • Renewal
  • Expansion
  • Advocacy
  • Professional Services Portfolio

Lead a World-Class Customer Success Team

  • Design and implement onboarding process for new team members.
  • Foster collaboration and a shared culture within your teams, across the Customer Success and Support departments, and across the customer lifecycle.
  • Encourage continuous learning within the team. 

Measure Effectiveness

  • Define, implement and share CS effectiveness SaaS measures across CS organization, executive staff and Board of Directors.
  • Read and analyze data and report customer status regularly, including customer satisfaction and/or risk, project status and/or risk, account plans and other information.
  • Create reporting and dashboards to measure results against KPI targets, along with the associated cadence.

Embed Customer Success Across the Company

  • Drive proactive, cross-functional alignment and collaboration across the business including Sales, Marketing, Product and Engineering organizations.
  • Be the primary advocate for our customers, representing both the voice of the customer and the company, and balancing the needs of the customer with those of the business.
  • Serve as a key stakeholder by providing input and investment recommendations to the product roadmap based on internal and customer needs and experiences.
  • Partner with Marketing on CS enablement, customer marketing, and voice of the customer programs.
  • Serve as the customer advocate by creating a feedback loop on customer issues, escalations, and needs with appropriate internal teams.
 Desired Skills and Experience:
  • Extensive experience (10+ years) leading a fast-pace SaaS-based customer organization with proven playbook and demonstrated results in driving customer outcomes and revenue.
  • Strong empathy for customers and understanding of value drivers in recurring revenue business models.
  • High impact leadership skills, including setting a clear vision and strategy, motivating and coaching others, driving urgency and results.
  • Deep go-to-market knowledge and experience implementing and measuring operational metrics, leveraging data to identify trends in customer satisfaction and retention risk.
  • Exceptional business acumen and world-class presentation and customer interaction skills.
  • Ability to respond to high-impact customer/product escalations in a way that drives customer loyalty including the ability to listen and speak clearly to customers.
  • Analytical and process-oriented mindset.
  • Leads by example – demonstrating curiosity, empathy, grace under pressure, integrity, responsiveness, transparency, agility and authenticity.

About Convercent:

Robust. Agile. Collaborative. And you should see our software. Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard--and expectations--for how companies safeguard their financial and reputational health. 

Convercent is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.


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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!

ToniAnn

Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.

Merlin

Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.

Patrick

Director, Learning & Development

What are Convercent Perks + Benefits

Convercent Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes:

-Healthcare (we pay 90% medical, dental and vision for employees)
-Unlimited PTO
-Paid family leave (12 weeks for moms and 4 weeks for dads, spouses, or partners)
-Wellness bonus ($100/month towards wellness expenses
-Stock options
-Monthly cell phone reimbursement
-EcoPass (ride the bus or light rail for free)

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 5 days of paid sabbatical after their first 30 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring, Leadership mentoring.
Customized development tracks
Paid industry certifications
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