About the role:
As the VP of Customer Success at Aspire, you will play a pivotal role in ensuring the success and satisfaction of our B2B customers. You will lead and oversee all aspects of the customer success function, working closely with cross-functional teams to deliver exceptional service and build long-term partnerships with our clients. This is a senior leadership position that requires a strategic mindset, strong business acumen, and a passion for driving customer-centric initiatives in the fintech industry.
What will you be doing?
- Develop and execute the customer success strategy, including onboarding, adoption, and retention programs, to drive customer satisfaction, loyalty, and advocacy.
- Build and lead a high-performing customer success team, providing guidance, coaching, and support to ensure the team's success in delivering exceptional customer experiences.
- Collaborate closely with sales, product, and marketing teams to align customer success initiatives with overall business objectives and to drive revenue growth through upselling and cross-selling opportunities.
- Establish and maintain strong relationships with key clients, acting as a trusted advisor and advocate, and ensuring their needs are understood and met throughout their journey with Aspire.
- Drive customer success metrics and goals, such as customer satisfaction scores, net promoter scores, and retention rates, and continuously monitor and analyze customer data to identify trends, opportunities, and areas for improvement.
- Develop and implement scalable processes and best practices to enhance the efficiency and effectiveness of the customer success function, ensuring consistent and exceptional service delivery.
- Collaborate with the product team to provide customer feedback and insights to drive product roadmap prioritization.
We would love to get to know you if you have the following:
- Proven track record of at least 8+ years in customer success, account management, or a related field, preferably in the B2B SaaS or fintech industry.
- Demonstrated success in leading and scaling a customer success function, including building and managing high-performing teams.
- Strong customer-centric mindset with a passion for delivering exceptional customer experiences and driving customer success.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization and with external clients.
- Data-driven mindset with the ability to analyze customer data and metrics to derive actionable insights and make informed decisions.
- Strategic thinking and problem-solving skills to identify opportunities, address challenges, and drive customer satisfaction and growth.
- Strong business acumen with a deep understanding of the B2B fintech industry and market dynamics.
