VP, Client Success - Vaco, LLC

Job Summary:

As the Vice President of Client Success, you'll helm our Small Business, Strategic Accounts, and Enterprise Client Success teams with finesse and vision. Your role extends beyond leadership; it's about crafting a strategic narrative and fostering innovation within our critical customer-facing units. Reporting directly to the SVP of Customer Experience, you'll be instrumental in propelling customer objectives, driving product utilization, spearheading business transformation, and expanding revenue streams by ensuring the complete engagement, success, retention, and growth of our cherished customer base.

Essential Functions:

• Lead, empower, and mentor our Client Success teams, orchestrating strategies and prioritizing key metrics in perfect harmony with our overarching company vision.
• Cultivate a cadre of exceptional talent through recruitment, training, and development initiatives.
• Elevate customer lifetime value by meticulously charting the customer journey, launching programs to amplify business value, collaborating seamlessly across teams to unearth growth opportunities, and ensuring the unfaltering achievement of customer goals.
• Champion the voice of the customer, influencing internal stakeholders to embrace a customer-centric ethos.
• Architect ingenious customer success frameworks and solutions, primed for scalability and alignment with our company's strategic blueprint.
• Collaborate seamlessly with sales teams to guarantee the efficient handling and follow-through on all leads.
• Navigate through departmental data with finesse, delivering monthly executive-level reports that encapsulate insights and actionable strategies.
• Master the intricacies of our product roadmap, seamlessly communicating the value proposition of new releases to our discerning clientele.
• Uphold client renewal rates at or above company benchmarks, deftly addressing exit strategies when needed and ensuring our CRM systems are meticulously updated.
• Grace industry events with your presence, adeptly representing the company and fortifying relationships with our esteemed client base.
• Collaborate hand-in-hand with company leadership to elevate customer satisfaction metrics and amplify our account reference potential.
• Identify and deftly manage at-risk clients, orchestrating bespoke Improvement Plans by leveraging collaboration with internal stakeholders.

Minimum Requirements:

• An unwavering zeal for customer empowerment.
• A stellar track record of over 10 years in client success/account management.
• Demonstrated progression through Customer Success and/or Professional Services leadership roles, with a keen eye for sales also being highly valued.
• Proven experience in team management, including adept management of fellow managers.
• A robust strategic outlook, finely attuned to customer experience, professional services, and customer support.
• Superlative written and verbal communication skills.
• Exceptional problem-solving acumen, fortified by sound judgment and peerless interpersonal skills.
• Possession of empathy, humility, and active listening skills, essential for fostering genuine connections with our clientele.
• A penchant for data-driven decision-making, coupled with an unyielding willingness to experiment and iterate.
• A staunch advocate for customers, poised to engage directly and meaningfully with them.
• Adept collaboration with all levels of our organization.
• A nuanced understanding of broader business initiatives and strategy, effortlessly woven into client interactions and outcomes; a true strategic virtuoso.
• A willingness to travel throughout the year, occasionally even on weekends.

Preferred Requirements:

• Previous experience in SaaS.
• A background in healthcare, which would be a significant asset.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

• the individual’s skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.