VP, Customer Success

VP, Customer Success

Job Locations: US-CA-California

Workplace Type: Remote

Category: Customer Success

Req No: 2024-7609

Riverbed. Empower the Experience

Riverbed, the leader in AI observability, helps organizations optimize their user's experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed's open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally - including 95% of the FORTUNE 100 - we are empowering next-generation digital experiences.

Position

Position: VP of Customer Success
Location: Remote/Home Office, US Based

The Vice President of Customer Success is a strategic leader responsible for ensuring customers achieve the desired outcomes while driving customer retention, expansion, and satisfaction. This individual will oversee Customer Success functions that are critical in driving all aspects of the post sales customer experience.

What you will do

Customer Success Strategic Leadership

• Define and implement a comprehensive customer engagement strategy that aligns with the organization's objectives and overall business goals.
• Partner with Chief Revenue Officer to ensure customer success strategy supports business growth and customer satisfaction goals.
• Implement opportunities to strengthen post sales processes and operations.
• Create and roll-out customer initiatives to evolve customer experience and operational efficiencies for our portfolio.

Cross-functional Collaboration and Communication

• Partner with product, sales, SE, and marketing teams to ensure alignment and continuous improvement in meeting customer needs.
• Provide feedback to product teams to guide roadmap prioritization based on customer insights.

Customer Retention and Growth

• Define and optimize the entire customer journey from onboarding, training, and support to constantly improve customer experience.
• Drive customer retention by ensuring stakeholder satisfaction and intimacy.
• Identify opportunities for upselling and cross-selling to existing customers, working closely with the sales and SE teams to maximize revenue potential.

Customer Advocacy and Relationship Management

• Identify opportunities for customer advocacy and expansion.
• Serve as the voice of the customer, advocating for their needs and priorities, understanding their pain points.
• Establish new and deepen relationships with key customers, acting as a trusted advisor to ensure long-term relationships.
• Analyze customer feedback and data to identify trends, challenges, and opportunities for improvement.

Operational Excellence/Metrics

• Leverage data and analytics to track customer health, identify risks, and implement proactive engagement strategies.
• Design KPIs and metrics to track team performance, customer health, and satisfaction across all customer segments.
• Drive continuous improvement and innovation by implementing best practices, automation, and strategic tools.
• Demonstrate ROI of customer success initiatives and provide recommendations for future initiatives and investments.
• Recruit top talent to strengthen the SE team and ensure it stays at the forefront of rapidly evolving technologies in Observability, AIOps, DEM, and Application Acceleration.

What makes you an ideal candidate

• Experienced in leading and scaling large high performance customer success teams strategies that reduce time to value, increase customer retention, and maximize customer satisfaction.
• 10+ years in Customer Success, Account Management, or related field, preferably in one or more of the following disciplines: Cloud/SaaS, Subscription Model, Network Performance Management, Application Performance Management, End User Experience Monitoring, and/or Mobile Device Monitoring.
• Proven success in a Saas environment, managing customer success programs at scale.
• Demonstrated success in improving customer retention and driving revenue through customer expansion.
• Proficiency in utilizing customer success platforms/tools, metrics and analytics to inform strategies, track success, and optimize performance.
• Successfully implemented processes and talent planning to streamline customer success operations, reduce costs, and improve team productivity.
• Strong advocacy for customers with a proven ability to empathize, actively listen, and implement solutions that meet their needs.
• Ability to communicate effectively across all levels of the organization, from frontline em to executive stakeholders.
• Educational Background: Bachelor's degree required; MBA or relevant advanced degree preferred.

What we offer

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.

Benefits & Perks vary by Country.

About Riverbed

With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance. While we are a 'customer-first' company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome diversity and value and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It's the Power of WE that binds us together.

We want people of all backgrounds to see themselves represented and included in our work, so we actively seek to diversify our team and bring more voices to the table. We understand that when people can be themselves, more is possible. We would love to have more people on board to join us on our journey to be better every day! So, come speak with us about career possibilities at Riverbed.

Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.

Riverbed encourages all of its U.S. employees to be fully vaccinated for COVID-19, but does not presently require its U.S. employees to be fully vaccinated unless such vaccination is required by applicable law or the duties of the specific position. If a specific position requires an employee to be fully vaccinated because of either applicable law or the duties of the position, then the offer of employment will be expressly conditioned on the individual being fully vaccinated for COVID-19 on or prior to their start date and providing proof of such vaccination unless the individual is legally exempt.

Check us out on:

www.riverbed.com
@LifeAtRiverbed