VP Customer Success
- $100k – $200k
- Remote •
- 10 years of exp
- Full Time
Not Available
Remote only
Harris Maxwell
About the job
About Studeo
Studeo (https://studeo.ai) is an A.I. driven interactive storytelling platform that empowers content marketers to create mesmerizing, interactive story-based content for various verticals. Our clients use our platform to redefine their brand experiences, build audiences, and power their marketing ROI with a compelling value proposition for their end customers. At Studeo, we're passionate about our customers' success - it's not just a job, it's our mission. We're revolutionizing the experience of online content by putting the customer at the heart of our business.
The Opportunity
Studeo is seeking a visionary Vice President of Customer Success to join our executive team and drive our customer-centric strategy. This role is critical in shaping our company's future by ensuring customer success is at the forefront of everything we do. As the VP of Customer Success, you'll be responsible for maximizing customer lifetime value, driving negative churn, and turning our customers into passionate advocates for Studeo.
Key Responsibilities:
- Strategic Leadership
- Develop and execute a comprehensive customer success strategy aligned with company goals
- Serve as a key member of the executive team, providing customer insights to shape product roadmap and company direction
Implement and optimize the customer lifecycle, from onboarding to expansion
Revenue Impact
Own and improve key metrics: renewal rates, expansion revenue, and negative churn
Develop and execute strategies to maximize customer lifetime value
Partner closely with Sales on upsell and cross-sell opportunities
Customer Engagement
Implement a "90-day adoption" program for new customers to ensure early success
Conduct quarterly business reviews with key accounts
Establish an executive sponsorship program for top customers
Personally engage with top 20 customers within your first two weeks
Data-Driven Approach
Implement predictive analytics and early warning systems to identify at-risk and expansion-ready customers
Create dashboards to track key customer health metrics
Use data to drive continuous improvement in customer success strategies
Cross-Functional Leadership
Partner closely with Product, Sales, and Marketing to ensure a customer-centric approach across the organization
Provide regular customer feedback to inform product roadmap and company strategy
Foster a company-wide culture of customer success
Team Development
Build, lead, and mentor a high-performing customer success organization
Create clear career paths and specialization opportunities within the CS team
Implement ongoing training and development programs for CS team members
What we’d like to see in our ideal candidate:
You thrive equally in strategy and execution. You are inventive and resourceful and can turn your ideas quickly into implementations. We move fast, but we are smart about it.
- You love to learn - about your craft and your own personal development as a customer success leader
- You can go deep on data and customer insights, leveraging what you learn into new strategic directions and constant improvement
- You believe in collaboration and building authentic and trusted relationship with your peers in other core functional areas as well as your team
- You enjoy the operational challenge of setting clear priorities and focus in environments where there is always more that can be done and lots of ideas on how to get there
- You enjoy the challenge of managing a constrained budget and figuring out how to make the most of it almost as much as you like getting an injection of new funds to grow even faster
- You enjoy leveling up and investing in people on your team, as well as the entire organization around you
Qualifications:
- 10+ years of progressive customer success leadership experience in SaaS, with at least 5 years at a senior leadership level
- Proven track record of improving retention rates and driving expansion revenue
- Experience implementing and leveraging customer success platforms and analytics tools
- Strong background in SaaS technology, marketing, and data-driven decision making
- Experience with SMB and prosumer customer bases
- Deep understanding of value drivers in recurring revenue business models
- Excellent communication and presentation skills, with the ability to influence at all levels of an organization
- Bachelor's degree required, Master's degree preferred
What We Offer:
- Competitive base salary and performance-based bonus structure
- Equity compensation to align with company success
- Full-time permanent position, 100% remote
- Opportunity to join a high-growth, bootstrapped startup with ambitious goals
- Chance to build and lead a world-class customer success organization
- Collaborative, no-drama company culture focused on creativity and open communication
- Flexible health & wellness benefits package
- Home office allowance
- Quarterly company-wide events and department-specific team building activities
If you're passionate about customer success, driven by data, and excited about the opportunity to shape the future of interactive content marketing, we want to hear from you. Join us in our mission to revolutionize online content and drive unparalleled customer success.
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