Your Role:
As a VP, CSM for North America, you will be a key contributor to the success of Odaseva.
Your responsibilities will include:
- Lead and Inspire: Build, develop, and lead a high-performing North American CSM team, fostering a culture of customer-centricity, collaboration, and continuous improvement.
- Strategic Alignment: Partner with the SVP CSG and other executive leaders to define and execute the overall customer success strategy for North America, ensuring alignment with company goals and objectives.
- Customer Advocacy: Serve as the executive sponsor for top-tier customers, building and maintaining strong C-level relationships to drive strategic partnerships and maximize customer lifetime value.
- Revenue Growth: Trigger revenue expansion through proactive renewals, upsells, and cross-sells within the existing customer base, collaborating closely with Sales and Account Management teams.
- Operational Excellence: Establish and manage key performance indicators (KPIs) for the CSM team, including adoption, customer satisfaction, retention, expansion, and advocacy metrics.
- Thought Leadership: Serve as a trusted technical advisor to both customers and internal teams, providing expert guidance on Odaseva platform adoption, data governance, and security best practices.
- Customer Onboarding: Oversee and optimize the onboarding process for key customers, ensuring a seamless transition and rapid time-to-value.
- Adoption & Advocacy: Develop and implement programs to accelerate product adoption, increase customer engagement, and drive customer advocacy across the North American customer base.
- Escalation Management: Act as the final point of escalation for critical customer issues, ensuring swift resolution and proactive communication to maintain customer trust and satisfaction.
- Voice of the Customer: Establish a robust feedback loop to capture and analyze customer insights, informing product roadmap, support processes, and overall customer experience improvements.
- Knowledge Sharing: Foster a culture of knowledge sharing and collaboration within the CSM team, providing regular training and development opportunities to enhance technical expertise and customer success skills.
- Cross-Functional Collaboration: Build strong relationships with key stakeholders across the organization, including Product, Engineering, Support, and Marketing, to ensure seamless customer experiences and drive company-wide customer success initiatives.
- Content Creation: Contribute to the development of high-quality content, including knowledge base articles, best practices guides, and thought leadership pieces, to educate and empower customers and internal teams.
You will bring:
- 15+ years of experience in customer success, account management, or a related field, with a proven track record of leading high-performing teams in the Salesforce ecosystem.
- Proven experience scaling a CSM team, where you built solid foundations
- Deep understanding of data governance, security, and compliance challenges faced by enterprise customers.
- Exceptional communication and presentation skills, with the ability to build strong relationships with C-level executives and technical stakeholders.
- Strong ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
- Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
- Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
- Project manager mindset (prioritization, multitasking and organization skills)
- Passion for customer success and a commitment to driving customer value and satisfaction.
- Ability to prioritize and perform effectively in a highly dynamic work environment.
- Full professional proficiency in English.