VP, Customer Success

Description

Company Overview 

At Browzwear, we’re revolutionizing the fashion industry by empowering brands to bring their creative visions to life through cutting-edge 3D solutions. Our global team is dedicated to delivering value to our customers, driving adoption, and enabling their success. We’re seeking a dynamic Vice President of Customer Success to lead and scale our customer success initiatives worldwide. 

As the Vice President of Customer Success, you will own the strategy and execution for onboarding, adoption, engagement, customer retention, advocacy, and professional services. Reporting to the executive leadership team, this role requires a seasoned leader who can manage a global team and has a deep understanding of customer success practices for both small businesses and enterprise accounts. You will play a critical role in reducing churn, mitigating risk, and ensuring customers achieve maximum value from our solutions. 

What You'll Do 

• Customer Retention & Advocacy: Design and implement programs to drive customer adoption, retention, and satisfaction. Reduce churn by proactively identifying and addressing customer risks. 
• Training & Enablement: Oversee the development of training and enablement programs to ensure customers fully utilize Browzwear’s solutions. Create scalable resources, such as playbooks and guides, to empower customers and internal teams. 
• Customer Onboarding and Adoption: Oversee the onboarding process to ensure new customers are set up for success from the start.  Drive adoption initiatives to maximize customer engagement and utilization of Browzwear’s solutions. 
• Optimize existing processes and implement new ones that focus on increasing value, promoting high product adoption, and helping customers achieve desired outcomes. 
• Reporting & Insights: Set and track KPIs related to time to value, product adoption, and customer satisfaction. 
• Exceptional Customer Experience: Ensure each interaction with the Onboarding and Support Teams provides a top-tier value-focused customer experience, establishing a strong foundation for long-term success. 
• Cross-Functional Partnership: Collaborate with Product, Engineering, Sales, Marketing, and Customer Success teams to support the smooth integration of solutions and optimize resources for customer outcomes. 
• Team Leadership & Development: Work with team Managers to build, mentor, and lead high-performing Onboarding and Support Teams with a customer-first focus on measurable outcomes. 
• Expand Professional Services function to best support the ongoing needs of our client base for implementation. 

Requirements

• 8+ years’ experience in customer onboarding, customer success, or related roles, with at least 5+ years in SaaS leadership (People Management) 
• Familiarity with SaaS analytics platforms, customer success software, product usage tracking tools 
• Comfortable with the process of managing plug and play integration tools and discussing the flow of data between systems in a way that enables you clearly articulate technical concepts 
• Experience designing and implementing effective onboarding strategies and processes that promote customer success and value realization. 
• Strong skills in inspiring, coaching, and developing customer-focused teams with a hands-on, collaborative approach. 
• Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models. 
• Excellent presentation and communication skills, with the ability to influence senior stakeholders internally and externally. 
• Analytical and process-oriented, with a demonstrated commitment to continuous learning, personal growth, and improvement. 
• Experience with leveraging AI in the context of driving strategies for or improving customer onboarding and retention.