At JDXpert, we are on a mission to redefine how organizations manage job descriptions. We deliver a fantastic product and are an experienced and enthusiastic team dedicated to helping our clients become job description Xperts! Our groundbreaking job information and description management solution is highly configurable, extremely powerful, and can accommodate even the largest and most intricate organizations.
We are passionate about what we do, the product we sell, and the customers we serve. If you're looking for an opportunity to join a team that values collaboration, innovation, and integrity, we're the right company.
JDXpert is looking for YOU!
As our VP of Customer Success, you'll be pivotal in shaping the company's operational strategy, ensuring efficient, effective, and scalable operations. Reporting directly to the CEO, you will be responsible for developing and implementing a comprehensive operational strategy aligned with the company's mission and objectives. You will serve as the strategic leader of the JDXpert Onboarding, Professional Services (Solutions), Customer Support, and Customer Success teams. You will continuously evaluate and improve processes to adapt to market trends and growth opportunities. You will lead, manage, and empower the customer success departments to meet and exceed business delivery.
Here's what you'll do:- Set an example as a hands-on leader of a team of Managers responsible for the following functions: Onboarding, Professional Services (Solutions), Customer Support, and Customer Success.
- Develop and improve operational processes, strategies, metrics, and reporting related to the aforementioned functions.
- Own revenue retention and expansion. Develop and execute a plan to achieve best-in-class gross retention (90%+) and net retention (105%+).
- Develop and optimize consistent, repeatable, and measurable product implementation and adoption. This role will bring efficiency and accountability to our operational functions.
- Improve and maintain overall customer experience and satisfaction (NPS, CSAT, Retention, etc.)
- Drive accountability amongst the team to ensure quality service and operational performance within the parameters of program and delivery standards.
- Partner with the CEO to design and implement business strategies that drive operational and financial efficiency.
- Collaborate with department leaders on customer experience policies and procedures
- Foster an engaging, fun, collaborative, and performance-driven work environment
Here's what you'll have:- 3+ years leading Customer Success or Customer Operations at a high-growth B2B SaaS software business, preferably one with sophisticated investor backing (Private Equity, etc.)
- 5+ years working for or leading a best-in-class Customer Success organization for a B2B SaaS software business. Proven track record of strong results owning in part, but limited to, customer contract renewal and cross-sell/upsell.
- Proven success working with a highly configurable software platform paired with navigating enterprise-level customers through complex product implementation processes.
- Ability to quickly analyze, synthesize, understand, and subsequently improve operational processes.
- Bachelor’s degree or equivalent experience in business administration, computer science, software engineering, or related discipline.
As a bonus, you'll also have:- Proven record of leading a Customer Success organization through a period of strategic and operational improvement/innovation
- Experience working with large bureaucratic customers (Fortune 1,000) and a proven ability to marshal these customers through the decision-making process and software implementation.
- Experience working in B2B HR Technology with large enterprise customers, specifically working with CHRO, Talent Acquisition, Talent Compliance, and/or Compensation departments.
- Deep technical knowledge and experience being a key partner in strategic planning for a growing B2B software business.
- Strong bias toward action
- Ability to solve problems autonomously.
- Excellent interpersonal and communication skills
- Ability to empower and motivate employees while holding them accountable to desired outcomes/results.
JDXpert is currently operating on a hybrid-remote model with both in-office and remote work. This position is based in Raleigh, NC and the VP of Customer Success is expected to have a visible presence across the organization.
This role reports to our Chief Executive Officer
Salary Range: $200,000 base salary, up to 30% performance-based bonus; meaningful equity offering.
