VP of Customer Success - Remote

Join us on a journey of endless possibilities

This role will report into the CRO who will lead the overall Commercial team within Strada.

The Role

• Growth & Revenue generation:
  • Drive account expansions opportunities through strategic partnership within client key stakeholders and decision makers. 
  • Identify, foster and support upselling/cross selling opportunities for Net New Revenue based on the strategic journey of each client. 
  • Supports clients in achieving their business goals through Strada’s solutions and products as a strategic partner rather than a vendor.
  • Be on top of innovative solutions and make this a competitive advantage within clients.
     
• Retention:
  • Reduce client churn to the minimum ensuring a strong and loyal client base via relationship management and partnership building.
  • Accompanying clients through their journey at every stage to ensure a seamless experience and creating a strong trusting environment.
  • Proactive renewal management turning this critical moment from being a risk to being a growth opportunity.
     
• Client Satisfaction & References:
  • Leveraging the strong relationship management and a customer trust foundation, the Customer Success role creates a strong base for Client references to be used to grow new Logo business.
  • With the understanding and anticipation of clients’ needs and partnering with them in their problems’ resolution, improve NPS scores and overall CSAT level.
     
• Team Management, Development & Collaboration:
  • Build, mentor, and manage a high-performing team of client obsessed executives whose priority would be customer care by listening to clients’ concerns and pain points with a problem-solving and forward looking approach.
  • Drive talent acquisition, retention, and skill development to maintain a competitive edge. 
  • Foster a culture of innovation, collaboration, and continuous learning. 
  • Foster a collaborative environment with peers within the different regions ensuring the best-in-class client support adopting the most appropriate approach.
  • Be a role model to drive a strong internal partnership between client success executives, sales, client executives, product and delivery as to be one voice in front of clients.
     
• Problem-solving:
  • Drive the design of internal processes to be used in performing issue identification, communication, and resolution for customer issues.
  • Lead the team to offer product solutions to pain points and find opportunities to expand the business.
     
• Internal teamwork and collaboration:
  • This role is the key link between the delivery organization and the commercial roles as the enabler for new growth opportunities funded on seamless customer service, strategic partnership and value generated by Strada Solutions.
  • Be the voice of the market towards the Product team to drive focus on market’s needs and opportunities.
  • Closely work with the Marketing team to improve brand positioning and market visibility combined with strong client partnership.

The Requirements

• Bachelor’s degree in Business, Human Resources, Change Management or relevant field of study
• 10+ years of customer relationship management and stakeholder engagement
• Brand promotion
• Proactive problem solving
• Strong leadership and team-building skills. 
• Product Knowledge
• Strong analytical, problem-solving, and decision-making abilities
• Outstanding communication, negotiation, and presentation skills.   
• Customer intelligence
• Data analysis
• Travel will vary, as this is a client-facing role, travel of 15-30% may be needed during peak periods

At Strada, our values guide everything we do:

· Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.

· Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.

· Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.

· Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.

· Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.
#LI-Remote

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum - Maximum:

$222,040.00 - $412,360.00

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.