Vice President of Customer Success Gaming industry

• Managing the customer success department
• Leading the customer success approach by establishing OKRs KPIs customer metrics to track and every other measurable score that effectively gauges the performance of the entire department.
• Enabling desired customer success outcomes by aiding renewal managers and retention managers helping to expand revenue and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores.
• Working with CS Ops to pin down customer lifecycles correctly set the reachout process channels and touchpoints and helping the CS team work productively with these processes.
• Ensure users are satisfied with the level of service and trust the brand and achieve a 4.9 Score for app store ratings
• Reviewing and adjusting all CS processes: onboarding training service and support management advocacy upsell/crosssell renewals and offboarding.
• Measuring reporting and analyzing others reports on the effectiveness of the CS initiatives.
• Recruiting attracting and onboarding new CS team members helping them integrate with the team and encouraging collaboration and learning within the group.
• Crossfunctional team management compensation management and contributing to decisions regarding team structures.
• Approving and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customergoal and businessgoal achievement.
• Managing customer relationships across the entire CS team helping others on the team maintain and improve the relationships under their purview.
• Implementing a customerfirst approach throughout the organization and demonstrating the value of customer success from a business perspective

Skills and Competencies

• Minimum 10 years of experience working as a Customer Success Manager leading a customer success department with proven performance and specific revenue goal achievement (typically set by the company interviewing for such a position).
• An MBA or Bachelors degree in Business Marketing Data Science or a related field;. Masters degree preferred.
• Strong persuasion argumentation and diplomacy skills to manage and build consensus throughout the customer success department its activities and relevant stakeholders
• Expert empathy skills with high emotional intelligence and experience in applying those skills in a business context.
• Deep understanding of software businesses with knowledge of both the subscription and renewal models. In isolated cases however CS departments also exist for nonsoftware products and services.
• Proficiency in customer success platforms business intelligence tools (e.g. Tableau Power BI) and data analysis.
• Expert communication skills and the ability to hold Clevel customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and ideally experience growing a business.
• Strong analytical and goaloriented mindset backed by expertlevel people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies guidelines and objectives and implement them while driving business growth and creating datadriven reports.
• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.
• Gaming industry experience preferred

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