VP Global Customer Success
We're ushering in the era of Data Intelligence.
We’re shaping the way companies manage data by helping customers connect the right data, insights, and algorithms for all Data Citizens. When everyone across the organization is enabled with data, true transformation can take place. We are building a team of exceptional people to help us deliver on that promise. If you are interested in a career at the leading edge of technology, we look forward to hearing from you.
How you'll make an impact at Collibra:
Reporting into our Chief Customer Officer, the Vice President of Global Customer Success will be responsible for leading our Customer Advisory Team. This includes scaling a team comprised of Customer Advisory Managers (CAMs) around the globe. As the leader of the Customer Success organization the goal of VP of Global Customer Success is to increase software value realization, retention, adoption and business expansion in our accounts. Given our subscription business model, this role is absolutely vital to our long-term success.
A day in the life of a Vice President of Global Customer Success at Collibra:
You’ll be reporting directly to the Chief Customer Officer, and will be responsible for:
- Deliver customer success outcomes - increase renewal rates and reduce churn, drive adoption and new business growth, influence customer satisfaction
- Renewals forecasting, operational excellence and bookings
- Implementing automation and drive continuous process and scale improvement
- Managing customer lifecycle touchpoints and interventions
- Developing effective customer feedback loop and remediate customer issues
- Executing customer success playbooks and engagement models
- Building and implement prescriptive best practices and drive thought leadership
- Leading the engagement, retention, and growth of your customers
- Identifying opportunities, drive business outcomes, ensure customers are successful with Collibra success plans
- Building and champion relationships with senior executives in business and IT
- Evangelizing Collibra customer success stories and customer success systems and processes
- Establishing, tracking and measuring customer success effectiveness and health metrics
- Recruiting, building and leading highly functioning, collaborative, empowered remote customer success teams
- Engaging with customers to understand their goals and business outcomes
- Generating working partnerships with all field, marketing and Product / Engineering teams
- Fostering companywide “Culture of Customer Success”
You Have:
- Fluency with Collibra positioning, competition and product suite
- 12+ years of experience in the B2B technology industry, with at least 6+ years of experience in leading customer-facing organizations
- Relevant Bachelor’s degree; preference for computer science or related degrees
- Experience running Customer Success for SaaS businesses 9-figure revenues
- Ability to manage and influence through persuasion, negotiation, and consensus building
- Ideally, a combined background of post-sale and sales experience
- Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction
- Strong leadership with experience building a high-performance culture that retains top talent and develops future leaders for our growing team
- Passion for solving customer problems and constantly identifying areas for improvement and opportunities to grow
- Enthusiastic and creat