Customer Success, Vice President

The VP, Customer Success provides executive-level oversight to the account management, customer support, operations, and call support teams. The VP, Customer Success works closely with the COO to execute DonateStock’s growth vision and strategy by fine-tuning, developing, and implementing proper operational controls, reporting procedures, and industry best practices, to effectively scale the organizational capabilities and to ensure operating efficiency and financial strength.

Primary Responsibilities

• Measure and assess the effectiveness of all customer and strategic partner facing processes, internal and external.
• Effectively collaborate with the leadership team to:
  • Achieve and surpass profitability and business goals and objectives.
  • Develop high-potential personnel and teams.
  • Manage, train, and develop account management, customer support, project management, and production teams to achieve client satisfaction and company goals and objectives.
  • Coordinate with cross-functional teams to ensure client and partner projects are delivered, and stakeholder goals are achieved.
• Act as lead "client-care officer" through direct contact with every client and partner.
• Establish executive level relationships with our clients to ensure the decision makers are satisfied with our services.
• Develop processes and systems needed to execute on client requirements.
• Foster a success-oriented environment, including accountability.
• Ownership of all client implementations.
• Responsible for ongoing partner relationship management.
• Direct and manage production processes and team.

Key Requirements

• Advanced user of Hubspot and customer service automation.
• Bonus points for startup experience.
• Ability to operate and drive process.
• Demonstrated skills in building effective relationships and influencing across the enterprise.
• Successful history of leading cross-functional virtual teams to deliver on key programs objectives and understand impact to various stakeholders.
• Creative problem solver, with an ability to distill and resolve complex issues
• Self-starter who can forge new paths where little or no precedents may exist.
• Innovative problem-solver who guides teams to new ways to solve problems.

Location

• The role is a flex position and will allow you to work remotely with monthly in-person meetings in Houston. If you choose to work remotely, a dedicated home workspace is required.

The Opportunity

• Do well by doing good in a growth dynamic, team-oriented work environment with a shared commitment to excellence, service and mutual success.
• Compelling compensation package via salary, performance bonus and attractively priced stock options.
• DonateStock is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.