VP Customer Success

eDriving ,
Huddersfield, West Yorkshire
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Overview

Job Description

eDriving's mission is to help our clients reduce collisions, injuries, and license violations, thereby ensuring that all drivers return home safely to their loved ones at the end of each day. We are a fast growing, private-equity backed company that has the fire of a start-up with the traction of a company who has had over twenty years to build momentum, revenue, and operational scale. Our VP Customer Success you will be the senior leader for our UK-based Customer Success and Operations' teams. This role is instrumental to our long-term success through delighting our customers and achieving results for both current and prospective clients. You will be the face of our product and company to those customers, and responsible for scaling and building out the Customer Success department. What you will be doing: * Manage Customer Success, Customer technical support, and license checking teams and activities. * Expand our revenue through cross-sell, up-sell, and seamless implementation of new clients. * Lead the onboarding and launch of new customers while serving as the primary executive point of contact. * Develop a trusted advisor relationship with customers to ensure goals and timelines are aligned. * Influence future lifetime value through customer satisfaction, risk reduction, and product adoption. * Define segmentation and ownership of customer base. * Build and foster a team environment that is customer-centric. * Map customer journey, develop listening points, standardize interventions, and equip the CS team with the tools to deliver throughout this journey. * Identify opportunities for continuous improvement. * Manage system for tracking metrics. * Serve as the escalation point for ongoing customer issues. * Onboarding, training, managing, reviewing, and building the team handling Europe and global client base. What you need to succeed: * 5+ years' experience in leading customer-facing B2B organizations; preferably within a SaaS company. * Experience in enterprise customer success. * Project management experience. * Ability to manage influence through persuasion, negotiation and consensus building. * Passion for revenue and growth, balanced with a strong empathy for customers. * Demonstrated desire for continuous learning and improvement. * Excellent relationship management and communication skills in various forms. * Critical thinking and problem-solving abilities. * Relevant Bachelor's degree; MBA a plus. * Willingness to travel ~15% of the time. * Multi-language a plus. What we offer: * A great work environment that supports growth and development * Competitive compensation plan with an annual bonus * Generous paid time off and a flexible work environment Employment Type: FULL_TIME

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