Vice President, Customer Success

Experience effectively utilizing and overseeing a Customer Success platform or ensuring necessary data is present in Salesforce.

Demonstrated experience presenting to and influencing an Executive Leadership Team or Board.

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand.

Own the strategy and outcomes for Gross and Net Revenue Retention (GRR/NRR) as core business metrics, directing the customer success management team's execution of renewal and forecasting processes.

Direct the design and scaling of an expansion/cross-sell motion within the Customer Success organization, partnering with Sales leadership and Account Management on larger and multi-property opportunities.

Set requirements for, and hold the team accountable to, a customer health-scoring model that predicts churn risk at least two quarters ahead of renewal.

Direct the relationship and transactional NPS/CSAT program, including survey design, response-rate growth, and a closed-loop process that routes customer feedback into Product and internal process improvements.

Set onboarding and time to first value benchmarks appropriate to hotel and hospitality operating realities and collaborate closely with the onboarding team.