**VP of Customer Success**
Our mission at GoCo is to help small businesses spend less time on manual,
painful, and complex HR tasks, so they can focus on growing happier, more
productive teams. Backed by notable investors such as Salesforce Ventures and
named one of the best places to work in Houston, we’re a close-knit team
driven by honesty, hard work, fun and creativity. At GoCo every team member
has a big impact on our business, and on the world!
** About this role:**
The VP of Customer Success is an experienced and dynamic leader, responsible
for leading our Customer Success and Customer Services teams. This role is
integral in shaping our customer-facing strategy, ensuring success with
engagement, retention, expansion and growth of our customer base.
We are looking for a collaborative, results-oriented leader that knows how to
build and organize a team for success. This role will be a leadership role in
a fast-growing startup environment where it may be necessary to dig in deep on
some topics. The leader must know how to hire and coach high-performing
individuals but also want to jump into the details when the requirements of
the business dictate quick and decisive action. This position also requires
close collaboration with all other functional areas, solidifying its role
within the executive leadership team.
**What will I be doing?**
* Hire, mentor, develop and manage post-sales Customer Success & Services teams at a fast-growing tech start-up.
* Architecting the customer success organization, the customer journey, and the solutions and services needed to leverage and scale in support of our growth ambitions
* Ownership of the team’s outcomes, including adoption, health scores, retention revenue, renewal rates, expansion opportunity identification, churn rate, customer satisfaction and customer advocacy
* Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
* Champion customers’ priorities with the product team and influence the product roadmap as to ensure success of CS metrics and initiatives
* Partner closely with the sales team to assure smooth transition for a great customer experience and continuous feedback loop to inform customer acquisition initiatives.
* Collaborate and contribute to the executive leadership team and company strategy.
**Necessary Skills**
* 8+ years of demonstrated progressive success in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered. SaaS experience desired, HR tech experience a big bonus
* A track record of and passion for developing and mentoring great talent, and building and motivating high achieving teams in a dynamic and fast-paced environment.
* Proven leadership experience and strategic vision for customers’ experiences, professional services, and customer support
* A data-driven and strategic decision maker with a focus on delivering results and driving continuous improvement.
* A strong customer advocate with the ability and willingness to engage directly with customers
* Effective and productive collaborator that exemplifies empathy, humility and listening skills to drive cross-functional initiatives.
**Benefits and Perks**
* Insurance benefits, including Health, Dental, Vision, HSA, Life Insurance, and more
* Equity/Stock options
* Flexible paid time off
* Paid parental leave
**More reading, for your leisure**
A normal work day at GoCo hardly feels like work at all. We love to push the
limits utilizing the latest modern tech and take pride in delivering to our
users a platform that is delightful, intuitive and beautiful. Personal
learning and growth is also a key ingredient to GoCo’s culture. Managers act
as mentors helping guide each team member in achieving their goals. If you’re
a passionate, hard-working person wanting to make a big impact in their
workplace, then we’d be delighted to work with you!
You can learn more about our culture, mission, and perks here:
<https://www.goco.io/careers/>
If you don’t meet all of the requirements listed here, we still encourage you
to apply. No job description is perfect, and we might find an even more
suitable opportunity that matches your skills and experience.
GoCo focuses on SaaS, B2B, Human Resources, Health and Insurance, and Hr Tech.
Their company has offices in Houston. They have a mid-size team that's between
51-200 employees. To date, GoCo has raised $26.3M of funding; their latest
round was closed on November 2022.
You can view their website at <https://www.goco.io> or find them on
[LinkedIn](https://www.linkedin.com/company/goco-inc/).
