This role at Convercent is an extraordinary opportunity to drive Ethics to the center of business for a better world. Convercent is building a global SaaS company that’s leading the ethics and compliance market though a moment of change. This ethical transformation is impacting things all around us, and we need you. Convercent seeks a seasoned VP of Customer Success to work out of our Denver, CO headquarters.

As the VP of Customer Success, you will be responsible for bringing strategic vision to the business and identifying new and innovative approaches to customer on-boarding through value realization, support, renewal and revenue expansion. Reporting to the Chief Operating Officer, you will be a critical partner in accelerating revenue from existing customers and defining, measuring and improving the total customer experience.

Responsibilities include, but are not limited to: 

• Lead a world-class Customer Success organization spanning Customer Success Management, Outcomes, Support and Call Center Operations teams in the US and EMEA. Includes attracting high potential contributors, developing leaders, creating a culture of curiosity, and putting the customer at the center of all CS operations.
• Architect services and support delivery models that align with current customer segments, deliver customer value and scale with Convercent’s growth projections.
• Drive customer effective retention rate by increasing account revenues through expansion programs, contract renewal rates and controlling churn.
• Align pricing and packaging of all CS services with cost of doing business, desired margins, and value to customer.
• Partner with Sales to redefine customer expansion ownership, team structure and approach to accelerate revenues.
• Serve as a key stakeholder in influencing product roadmap based on internal and external customer needs and experiences.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Drive new business growth through greater advocacy and reference-ability from current customer base.
• Define, implement and share CS effectiveness measures across CS organization, executive staff and for Board presentations.
• Partner with Marketing on CS enablement, customer marketing, and voice of the customer programs.
• Maintain a deep understanding of Convercent’s customer, product offerings, product use cases and best practices.
• Serve as the customer advocate by creating a feedback loop on customer issues, escalations, and needs with appropriate internal teams. 

Desired Skills/Experience: 

• Extensive experience (10+ years) leading a fast-pace SaaS-based customer organization with demonstrated results in driving customer revenue and outcomes
• Strong empathy for customers and deep understanding of value drivers in recurring revenue business models
• Experience implementing and measuring operational metrics, using data to make informed business decisions
• Has attracted top talent and led strong customer-oriented teams
• Demonstrated success in working with cross-functional groups to achieve goals
• 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.