Tbwa Chiat/Day Inc
Vice President, Customer Success Menlo Park
Tbwa Chiat/Day Inc, Menlo Park, California, United States, 94029
R-Zero is a workplace intelligence platform that delivers real-time insights on how to optimize indoor spaces and buildings to improve workforce productivity, right-size real estate portfolios, and create operational efficiencies, including reducing energy costs. R-Zero’s industry-leading risk model recommends mobile and autonomous UV disinfection where risk is high, to achieve effectiveness while reducing chemical usage and waste, and reducing carbon emissions to achieve sustainability goals. R-Zero’s platform is instantly accessible, easy to use, and scalable across every kind of space, enabling health systems, commercial real estate, cities, public services, and educational systems to prepare today’s buildings to meet tomorrow's challenges. Learn more at
www.rzero.com .Role OverviewAs the Vice President of Customer Success, you will focus on maintaining and growing relationships with R-Zero’s existing customers. You will oversee a team responsible for ensuring customers are satisfied while also driving revenue growth through renewals and expansion opportunities. You will set the strategy for customer growth and enhance the customer journey where possible. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the Chief Operating Officer.Key ResponsibilitiesDevelop and implement strategy to improve customer retention, satisfaction, and loyaltyLead a team of customer success managers, providing coaching and ensuring the team is working effectively to achieve company objectivesOwn and grow key customer relationships, leading by example with player coach managementLead our quarterly Customer Advisory Board meetings, partnering with Product and GTM teamsDrive revenue growth by identifying opportunities for upselling and cross-selling, developing strategies to increase customer retention, and collaborating with other teams within the organization to identify new revenue opportunitiesManage R-Zero’s Net Promoter Score surveys and actioning against resultsPartner cross-functionally to provide seamless onboarding, engaging touchpoints, product updates, and technical supportManage customer feedback and package up learnings for functional teamsOwn internal library of best practices including process documents, training videos, customer outreach templates, onboarding checklistsSkills & QualificationsBachelor’s Degree or similar level of education12+ years of experience in customer success or account managementStrong people manager with experience building and leading high-performing and engaged teamsAbility to develop and implement customer success strategies that align with business goalsDemonstrated track record of delivering customer growth and hitting OKRsStrong commitment to customer satisfaction and retention strategies with experience in implementing customer feedback loops and advocacy programsExcellent verbal and written communication skills for effective interactions with stakeholders at all levelsAbility to operate cross-functionally, leading and influencing colleagues over whom you have no direct authority, ultimately leading to timely tactical decision-making to advance objectivesProficiency in data analysis to understand customer behavior, usage patterns, and feedbackUnafraid to prioritize and make trade-offsExperience in building intelligence, smart buildings, CRE, property tech, energy management or IoT sectors is preferredR-Zero’s benefits program underscores our commitment to health equity and care for all people–including our employees. Some of these benefits include:Unlimited vacation, paid holidaysCompetitive total compensation with equity:
Competitive compensation–backed by market research and audited annually for pay disparities–is our baseline. In addition to competitive base pay, every member of our team receives equity. We believe shared ownership leads to shared success.
Healthcare benefits (medical, dental, vision) starting on day one. We offer coverage for employees, their spouses/domestic partners, and their children.12 weeks paid parental leave for all genders401(k) program starting on day oneAD+D and life insuranceR-Zero is an equal opportunity employer, committed to creating a diverse and inclusive global work environment. We are committed to a policy of Equal Employment Opportunity and do not discriminate against an applicant or employee on the basis of any legally recognized protected basis under federal, state, or local law, including the San Francisco’s Fair Chance Ordinance.Studies show that women and people of color tend not to apply for jobs if they don’t meet every single qualification. We encourage you to apply–even if your experience doesn’t perfectly align with every bullet point in the job description. You may be just the right candidate for this, or another opportunity.
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www.rzero.com .Role OverviewAs the Vice President of Customer Success, you will focus on maintaining and growing relationships with R-Zero’s existing customers. You will oversee a team responsible for ensuring customers are satisfied while also driving revenue growth through renewals and expansion opportunities. You will set the strategy for customer growth and enhance the customer journey where possible. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the Chief Operating Officer.Key ResponsibilitiesDevelop and implement strategy to improve customer retention, satisfaction, and loyaltyLead a team of customer success managers, providing coaching and ensuring the team is working effectively to achieve company objectivesOwn and grow key customer relationships, leading by example with player coach managementLead our quarterly Customer Advisory Board meetings, partnering with Product and GTM teamsDrive revenue growth by identifying opportunities for upselling and cross-selling, developing strategies to increase customer retention, and collaborating with other teams within the organization to identify new revenue opportunitiesManage R-Zero’s Net Promoter Score surveys and actioning against resultsPartner cross-functionally to provide seamless onboarding, engaging touchpoints, product updates, and technical supportManage customer feedback and package up learnings for functional teamsOwn internal library of best practices including process documents, training videos, customer outreach templates, onboarding checklistsSkills & QualificationsBachelor’s Degree or similar level of education12+ years of experience in customer success or account managementStrong people manager with experience building and leading high-performing and engaged teamsAbility to develop and implement customer success strategies that align with business goalsDemonstrated track record of delivering customer growth and hitting OKRsStrong commitment to customer satisfaction and retention strategies with experience in implementing customer feedback loops and advocacy programsExcellent verbal and written communication skills for effective interactions with stakeholders at all levelsAbility to operate cross-functionally, leading and influencing colleagues over whom you have no direct authority, ultimately leading to timely tactical decision-making to advance objectivesProficiency in data analysis to understand customer behavior, usage patterns, and feedbackUnafraid to prioritize and make trade-offsExperience in building intelligence, smart buildings, CRE, property tech, energy management or IoT sectors is preferredR-Zero’s benefits program underscores our commitment to health equity and care for all people–including our employees. Some of these benefits include:Unlimited vacation, paid holidaysCompetitive total compensation with equity:
Competitive compensation–backed by market research and audited annually for pay disparities–is our baseline. In addition to competitive base pay, every member of our team receives equity. We believe shared ownership leads to shared success.
Healthcare benefits (medical, dental, vision) starting on day one. We offer coverage for employees, their spouses/domestic partners, and their children.12 weeks paid parental leave for all genders401(k) program starting on day oneAD+D and life insuranceR-Zero is an equal opportunity employer, committed to creating a diverse and inclusive global work environment. We are committed to a policy of Equal Employment Opportunity and do not discriminate against an applicant or employee on the basis of any legally recognized protected basis under federal, state, or local law, including the San Francisco’s Fair Chance Ordinance.Studies show that women and people of color tend not to apply for jobs if they don’t meet every single qualification. We encourage you to apply–even if your experience doesn’t perfectly align with every bullet point in the job description. You may be just the right candidate for this, or another opportunity.
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