VP of Customer Experience

About Us

Zenput was founded in 2012 with offices in San Francisco, CA (our HQ), Atlanta, GA and Guadalajara, Mexico. Top restaurant, retail, and other multi-unit operators like Dominos, Chipotle, KFC, Five Guys, and 7-Eleven use Zenput to elevate team execution across all of their locations. Today we have customers who are collectively overseeing 50,000 locations across 40+ countries using our cloud-based platform to make their operations more agile and their employees more productive.

What You'll Do

• Be accountable for the success of the Zenput customer journey as measured by both the gross and net revenue retention for each customer segment
• Partner with Sales to oversee the seamless transitions of customers from the point of acquisition into the post-sale customer journey, starting with pre-sales
• Lead an organization currently composed of Customer Success and Customer Support teams, with the intent to also grow into Professional Services and Renewal Management
• Help your team grow in depth and breadth of skill. Cultivate your team's passion and enable them to take on increasingly important roles, both inside and across the CX org
• Forecast churn/contraction on a quarterly basis and observe key trends to mitigate against churn/contraction. Hold the team accountable for engagement outcomes, churn/contraction targets and overall account growth
• Participate in annual goal setting and discussions with top customers and conduct quarterly business reviews with high touch customers
• Build relationships with primary customers in order to ensure continued retention, find expansion and upsell opportunities, and drive renewals and referrals
• Leverage and improve data sources and metrics such as the voice of the customer, insights and analytics, customer journey mapping, support SLAs, customer churn, retention, and NPS scores to fully understand the customer’s experience, while focusing daily on delivering value to the company, solving customer experience problems, and realistically developing new opportunities
• Develop strategic initiatives that drive customer satisfaction, retention, and LTV
• Partner with our Product and Engineering teams on the exploration and execution of product developments to improve customer experience and team efficiencies

What We're Looking For

• Proven to be an effective leader running Customer Success/Customer Experience in a high-growth, competitive SaaS business, ideally with a specialization in Enterprise (high or medium-touch) CS, while still familiar with best-practice methods to scale
• Experience in a Customer Success leadership role having hired great talent and mentored teams. Ability to get the most out of their skills and experiences, while maintaining their love of Customer Success
• Able to manage a budget-to-actual spend, hiring plans, and prepare and present QBRs
• Track record of results in NPS, retention, and expansion with an existing customer base
• Strategic thinker that can see beyond the day-to-day to help reach marketing and sales goals, create a stronger brand, and improve the customer experience
• Team player with a positive attitude and strong interpersonal skills
• Extensive experience working with all levels of an organization

What You'll Get

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Medical / Dental / Vision / Wellness / 401K benefits
• Ownership through stock options
• Yearly team off-sites (when travel permits)

Zenput provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.