VP of Customer Success / Director of Customer Success (Remote)

Company Overview

At The Growth Partner we assist marketing agencies around the globe to grow with predictability and scalability.

In less than 2 years, we’ve grown our business from 0 to multi-7 figures and will hit the 8-figure mark this year.

How? We’ve focused on growth and the relationships for our clients and team members.

By creating a high-performance, positive environment we’ve helped 100’s of leaders and future leaders achieve their full potential through direct support, coaching and consulting.

Visit our Website:

https://www.thegrowthpartner.io/

See how our Co-Founder, Jordan Lee, describes the business:

https://www.loom.com/share/901416c6dac648acbe8a8b7fad8198d4

What It's Like Working At The Growth Partner

We’re growth-oriented, entrepreneurial, ambitious and will support you to exceed your goals.

You will be surrounded by exceptionally talented driven people who are in pursuit of excellence.

We see the relationship with our team members and clients like our partners.

By working together you will experience your standards, expectations and confidence take a quantum leap forward. So don’t see this as a job, because we don’t see you as just an employee, see this as an opportunity to create a new and better life.

See video of Matthew Jones, our Managing Director, discussing his career progression journey and personal growth with since joining the Growth Partner 15 months ago with Jordan:

https://f.io/Tn1Z6w4m

To continue the successful growth, we are looking for a VP Of Customer Success / Director of Customer Success.

As the VP/Director of Customer Success, you will be leading our global customer success team. Reporting to our CEO, this executive will be responsible for driving customer success, retention, and growth by developing and implementing strategies that ensure our clients derive maximum value from their partnership with The Growth Partner.

The ideal candidate will possess a deep understanding and proven track record of leading and managing global customer success functions in helping entrepreneurs grow and scale their businesses, both those starting from scratch, as well as those with existing Product-Market Fit looking to scale further.

In conclusion, the candidate will have extensive customer success strategy development and implementation -, process improvement and project management -, and back-end sales management experience.

Your opportunity:

• Customer Success Leadership and Strategy:
• Develop and manage the strategy, execution processes, and governance to ensure we deliver comprehensive Customer Success to all our customers, going beyond mere customer satisfaction.
• Recruit, lead, inspire, and manage a high performing global Customer Success team by providing the necessary performance framework, development and coaching to differentiate Customer Success from Customer Service. Create an environment that encourages continuous learning, innovation, and teamwork.
• Establish and maintain leadership and authority with clients, the customer success team, and across the business, including strategic account planning, internal advocacy, and championing process improvements.
• Global team leadership and performance management - manage the day-to-day activities of the global Customer Success team, ensuring the achievement of all individual and team key performance indicators (KPIs).

• Continuously monitor client experience and engagement and implement proactive corrective measures where required to ensure effective back-end sales and Client Lifetime Value improvement.

• As the top customer success escalation point - effectively handle and resolve any issues, queries or questions from clients, including refund requests
• Report on key insights/learnings and proposed product amendments and new product developments to the Head of Product
• Define, build and deliver strategies and plans based on industry best practice that ensure excellent results are achieved by all clients, resulting in revenue growth and client retention 
• Leverage data and analytics to develop, track, and report on key customer success metrics

• Drive quality, service delivery, and customer success improvements  
  

Requirements

• Preferably a previous agency owner with extensive B2B business growth consulting/coaching experience
• 3+ years experience directly leading a CS team or leading another delivery-focused team
• Prior experience and a proven track record in sales and marketing is a must
• Minimum of 3-5 years of work experience in client-facing roles, ideally in a marketing, consulting, or growth agency focused on delivering exceptional results for the clients they serve.
•  A proven track record of helping entrepreneurs grow and scale their businesses, both those starting from scratch, as well as those with existing Product-Market Fit looking to scale further
• Excellent communication and presentation skills. Comfortable leading both team and client meetings with authority and conviction.

Benefits

The Pay:

• OTE of $120k to $160k per annum;
• Quarterly performance based incentives;
• Negotiable dependent on experience and track record;
• Specifics discussed in the interview.

Additional benefits:

• 1-1 Personal Development Coaching from C-Suite Level;
• Access to $20,000 of training;
• Invitation to share scheme based on exceptional performance and relative to value you bring the organisation after 12 months.

Job Type: Full-time / "1099"