VP of Customer Success

Work set-up: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Anywhere

Offer summary

Qualifications:

10+ years of experience in customer success or account management, especially with enterprise accounts., At least 3 years of experience building and leading customer success teams from early stages., Proven track record of driving revenue growth and retention, scaling customer success organizations., Deep understanding of SaaS metrics such as NDR, GRR, and NPS..

Key responsibilities:

  • Own revenue growth, retention, and expansion within enterprise accounts.
  • Guide program success and adoption, ensuring rapid growth and long-term retention.
  • Maintain relationships with C-suite executives and serve as a trusted advisor.
  • Create scalable processes and establish foundational workflows for the customer success team.

Sure logo
Sure Scaleup http://www.sureapp.com/
501 - 1000 Employees
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Job description

Join a leading insurtech company that is unlocking the potential of digital insurance to help everyone protect what matters most! Are you up for the challenge?
Founded in 2015, Sure is the fastest growing insurtech behind the worlds most sophisticated digital insurance programs. Sure unlocks the power of digital insurance to enable brands and carriers to distribute insurance products quickly on its technology rails, reaching and engaging customers wherever they are on their journey. Our solutions provide a hassle free way to buy insurance anywhere, enabling our partners to make digital insurance accessible to all.

🤝 Culture is everything. Join an incredible team of smart, passionate, collaborative and driven individuals. We empower our teams and promote autonomy and independence wherever we can.
🌐 We are remote first. This role will be based in Dallas.
🏆 Strive for greatness. We’ve been named the13th Fastest Growing Company by Deloitte Technology Fast 500, an Inc. 5000 Fastest Growing Company in North America, a twotime Forbes Fintech 50 honoree, and a CNBC World’s Top Insurtech Company, among other accolades and recognitions.
💰 Funding. In October 2021, we raised $100M in our Series C with a $550M valuation.

We’re growing!
Were seeking our first Customer Success hire a handson Customer Success leader who will own the retention, optimization, and monetization of our enterprise customer base. As our founding Customer Success team member, youll establish Sure as an indispensable partner through your direct customer relationships while simultaneously building the foundation and vision for the Customer Success department youll eventually lead. This role is perfect for someone who understands the value of the start up “builder” mentality, thrives in a consultative, hightouch enterprise environment, can serve as a trusted advisor to Csuite executives, and has the strategic vision to build and scale a worldclass Customer Success organization from the ground up.

What youll be doing:
  • Including, but not limited to:
  • Revenue Growth, Retention and Expansion
  • Own net dollar retention (NDR) and GWP generation targets across our existing customer base
  • Drive revenue growth through handson program optimization and account management
  • Directly identify and execute expansion opportunities within your account portfolio
  • Lead upsell initiatives by introducing complementary products and programs

  • HandsOn Program Success & Adoption
  • Personally guide newly launched programs to ensure rapid adoption, success, and growth
  • Work directly with partners and programs to reach the tipping point where material revenue and regulatory complexity ensure longterm retention
  • Serve as the handson strategic advisor and primary contact point helping customers optimize their insurance program performance

  • Customer Engagement
  • Personally maintain relationships with Csuite executives at major enterprise accounts
  • Balance customer advocacy with Sures business objectives in every interaction
  • Establish yourself as the trusted expert resource and extension of each customers team

  • Foundation Building & Process Creation
  • Create scalable playbooks for account growth and expansion based on your direct experience
  • Document processes, best practices, and learnings that will become team standards
  • Establish the foundational workflows and systems that will scale as we grow
  • Partner with executive leadership to define CS KPIs and reporting based on real results

  • What were looking for:
  • 10+ years of handson customer success, account management, or related roles with experience personally managing enterprise accounts with complex, multistakeholder relationships
  • 3+ years of experience building and leading customer success teams from early stages years
  • Proven track record as an individual contributor and team builder driving revenue growth and retention
  • Demonstrated success scaling Customer Success organizations from 110+ team members
  • Comfortable making tough decisions and having difficult conversations directly with customers
  • Experience with consultative selling and solutionbased approaches
  • Deep understanding of SaaS metrics (NDR, GRR, NPS, etc.) from handson experience
  • A selfstarter who can see the future organization while executing todays priorities

  • What we do for you:
  • Unlimited PTO… no really, we want you to take it!
  • Mental Health Breaks company provided meditation app and a weekly wellness hour
  • WFH stipend to help you work your best while being remote
  • Countless Medical, Dental and Vision plans … we are an insurtech company after all!
  • Equity and 401K
  • Generous parental leave
    •

    Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Account ManagementCustomer Success ManagementConsultative SellingRevenue GrowthAccount ManagementProcess DesignBusiness MetricsStrategic LeadershipProgram Evaluation

    Other Skills

    • Team Building
    • Relationship Management
    • Communication
    • Problem Solving
    Are you interested?

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