Vice President Customer Success

Chandler, Arizona, USA

The Role

The VP of Customer Success will be the senior-most customer leader, responsible for orchestrating a customer experience that creates raving fans of Keap. The VP of Customer Success will lead strategically, working across the company to cultivate deep customer empathy and ensure we deliver our brand promise. This leader will develop and lead a passionate and talented Customer Success Organization, full of Keapers who listen to, care for and serve our customers.  This leader must set the vision for Keap’s Customer Success organization and must empower the team to deliver amazing customer experiences. This position will partner cross-functionally to drive customer success, retention, and overall operational excellence. The VP of Customer Success will be a member of the executive team and will report directly to the CEO.

The Objectives

  1. Create Raving Fans--Deliver Customer Success, as measured by Customer Value Metric Goal
  2. Build Company Value--Deliver the Revenue Retention Goal of the Company, improving Churn and Expansion
  3. Lead a Culture of Customer Success--Develop and Multiply people in and out of your org to be Small Business Growth Experts, with mastery of a) Our Keap Software; b) Lifecycle Marketing; and c) Customer Care

The Work

  • Ensure consistency and quality of the Onboarding, Support and CSM functions: These three main functions of Customer Success must run effectively to deliver a great customer experience, but your work goes far beyond these functions of your organization
  • Coordinate with all other functions to deliver a great customer experience and create raving fans: Collaborate with Marketing, Sales, Product and all back office functions to ensure we practice Lifecycle Marketing with OUR customers at Keap.
  • Build a high performing, highly engaged Customer Success team: Set the vision for a high performing Customer Success organization. Drive Keap’s Leadership model and Core Values. Build strong relationships with cross-functional partners in Product, Sales and Marketing.
  • Deliver a world-class onboarding experience.  Partner with Product, Sales and Marketing to ensure effective facilitation of an onboarding experience delivered in a way that connects our customers’ challenges and needs to the true value of our product, while building confidence in their purchase. 
  • Direct the customer in clear ways to use Keap every day for their business without the need for heavy support so they can be successful on their own. 
  • Be an expert in Lifecycle Marketing and confidently lead teams to direct customers to the best ways to Collect Leads, Convert Clients and Create Fans in their businesses.
  • Communicate effectively to customers and stakeholders. Manage the relationship with your customers and all cross-functional stakeholders. Track and bubble up challenges in the experience or with our product so we can improve both. Report out and escalate challenges proactively to management as needed
  • Lead the executive team and board in matters of Customer Success.  Advocate for the customer at every opportunity, provide insights to executives and board members, and help the company’s senior leadership better serve our customers.

What you’ll need to have/Competencies:

  • 10+ years customer service experience, with responsibility for delivering measurable customer success results
  • 7+ years in a leadership role; high growth environment preferred  
  • The ideal candidate has a highly strategic orientation
  • Deep connection to entrepreneurial small businesses and passionate about helping small businesses succeed
  • Solid leadership skills; proven understanding of how to motivate and drive teams to successful outcomes 
  • Proven ability to put in place process and tools to ensure scalability and consistency 
  • Customer-focused mindset and passionate about customer success
  • Ability to enroll and drive customer focused initiatives cross-functionally 
  • Strong attention to detail and superior organizational skills 
  • Demonstrated ability to learn quickly 
  • Exceptional decision-making and problem solving skills 
  • Experience creating process and insuring that processes as executed match process design
  • Passion for quantitative approaches to operations and customer success
  • Confidence leading and facilitating change management

Preferred Education and Experience: 

  • Proficiency in Infusionsoft, Keap
  • Bachelor’s degree in Business, or related area
  • MBA strongly preferred
  • Ability to thrive in a fast-paced environment
  • Experience working with or owning a small business 
  • Knowledge of CRM and marketing automation technologies and methodologies

 

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

We're growing fast

Follow us on LinkedIn for more openings.

Follow now
image of employees
image of employees image of employees
See demo