About Copado: Copado is the #1 DevOps Platform for Salesforce and the Cloud. We harness the power of native CI/CD and Robotic Testing to drive digital transformation for 1,000+ of the most innovative brands on the planet from Coca-Cola to eBay to Volkswagen. Our low-code platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments. The impact on your business? 20X faster releases, 94% fewer production bugs and 46% more Salesforce ROI. The impact on your team? No more late nights, weekend war rooms or stressful release days.Location: The VP, Customer Success will ideally be based in one of the following locations: Chicago, IL, Detroit, MI, Milwaukee, WI, Minneapolis, MN, St. Louis, MO, or Indianapolis, IN.Brief summary of role: The Vice President, Customer Success will have the opportunity to evolve and grow the team of Customer Success professionals, while defining the go-forward strategy to scale the organization for continued growth.What you'll be doing:Lead and scale Copado's global Customer Success organization, including customer adoption, success, and renewals.Develop, implement, and execute a strategy for delivering world-class customer success in order to increase Copado's capability to successfully deliver value across all of their markets.Evaluate the existing success strategy and implement necessary adjustments needed to help customers realize value, improve renewal rates, develop an up-sell and cross-sell program, and increase customer satisfaction.Lead the delivery and execution of customer success to ensure current and future programs and practices help customers achieve their goals, but also ensure net retention goals for Copado.Own key operational metrics like churn and contraction, revenue, and customer satisfaction.Collaborate with the Go-to-Market organization and Product Development to communicate the voice of the customer, in order to influence the product roadmap, sales behavior, and marketing strategies.Lead and enable a team of subject matter experts to ensure our customers are adopting the product in a way that measurably achieves their business objectives.We are looking for someone with:Proven success leading post-Sales teams for high-growth businesses in B2B SaaS, with specific experience servicing Enterprise customers.Keen understanding of the needs of the technical buyer and user in an IT organization.Experience in a growth journey in the $60-120M ARR revenue range.Superior organizational and analytical skills, providing not just data, but insights when presenting information.Experience within the Salesforce ecosystem with either Salesforce, an SI with a Salesforce practice or a Salesforce ISV.Strong background in customer analytics techniques, customer strategy, process improvement, performance management, and system and tool improvements.
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