Vice President, Customer Success

Vice President, Customer Success

Location: In office (London, ON) and remote options available.  

Voices is the world’s #1 creative services marketplace.

We’ve helped tens of thousands of marketers, producers, instructors, and creative directors at the world’s biggest and most beloved brands find the right talent for their creative projects.

Headquartered in London, Canada, Voices matches clients with voice-over, music, audio production, and translation professionals in over 160 countries.

The VP, Customer Success is responsible for developing and executing a strategic customer success strategy and plan that supports the Voices corporate strategy, promotes customer retention and customer satisfaction. Reporting to the COO, they are responsible for the customer experience through strategic direction, development, and management of the Customer Success team which consists of Professional Services, Customer Success, and Customer Support. 

The ideal candidate is customer-centric, data-driven, and results-focused with a proven ability to achieve targets. They are an experienced and respected executive people leader with a proven track record of leading customer success teams to optimum performance.

Core Responsibilities 

• Developing annual customer success strategies and associated execution plans that align with Voices’ corporate strategy and objectives
• Driving metrics on performance to achieve Customer Success objectives while providing consistently exceptional customer service
• Establishing best practices to deliver unparalleled Customer Success, Training & Onboarding to customers on a global scale
• Serving as the final point of resolution for customer service escalations, project challenges, and service-related issues
• Identifying opportunities to improve processes across the organization that impact the customer experience
• Leading the Customer Success team by developing and refining highly effective and efficient processes and procedures to meet/exceed internal operations and the customer experience
• Drive Customer Success Outcomes by:
  • Influencing customer retention
  • Influencing lifetime value through customer satisfaction and overall health scores
  • Delivering major client project completion on time/budget
  • Defining and optimizing the customer lifecycle
  • Identifying opportunities for continuous improvement
  • Defining segmentation of customer base and varying strategies

Required Experience and Skills

• 5+ years experience leading customer success teams at a senior level (director or VP)
• Proven experience scaling a Customer Success team with a proven track record of achieving results
• Strong understanding and experience with Project Management frameworks and methodologies
• Data-driven, analytical, intuitive, and results-driven. Reliant on both quantitative and qualitative analysis
• Must possess expertise in customer success strategies and methodologies, strategic planning and execution, and employee motivation technique
• Ability to instinctively identify opportunities for improvement that lead to increased customer engagement
• Ability to utilize customer success data to identify obstacles quickly and develop mitigation strategies to course correct

• Recommends customer success strategies for improvement based on market research and competitor analysis
• Strong critical thinking and problem-solving skills
• Skilled listener
• Ability to manage and influence through persuasion, win/win negotiation, and consensus-building skills
• Ability to communicate to various audiences ranging from entry-level positions to the Board of Directors
• Ability to foster collaborative working partnerships with key stakeholders across departments including the Sales, Marketing, and Product teams

Leadership

• Emulate and foster a customer-centric culture
• A highly motivational leader that earns the respect of the customer success team and overall organization
• Motivates and leads the team by setting and displaying professionalism, integrity, and strong work ethic
• Strong people leader with a focus on high-performance and accountability
• An approachable leadership style that fosters collaboration, team building, innovation, respect, and high engagement from the customer success team

Technical

• Familiarity with Salesforce.com an asset
• Proficient in Excel or Google Sheets, Powerpoint or Google Presentations