Job Description:
We are seeking a dynamic and experienced Vice President of Strategic Customer Success to lead our elite team dedicated to managing our highest-value accounts. Reporting directly to the executive leadership team, the VP of Strategic Customer Success will play a pivotal role in driving customer satisfaction, retention, and revenue growth for Iterable's top-tier clients.
Key Responsibilities:
- Manage a portfolio of the 50 highest-dollar ARR accounts at Iterable, including industry-leading companies such as DoorDash, Meredith, MLB, Grammarly, PriceLine, and Cinemark.
- Lead and mentor a team of 15-20 elite performers within the customer success organization, fostering a culture of excellence, collaboration, and customer advocacy.
- Develop and execute strategic initiatives to drive customer retention, health, and expansion opportunities, ensuring alignment with Iterable's business objectives and customer-centric values.
- Collaborate cross-functionally with sales, product, and marketing teams to identify opportunities for customer growth and advocate for customer needs.
- Utilize data-driven insights and industry best practices to optimize customer success processes and drive continuous improvement.
- Serve as a trusted advisor and escalation point for key stakeholders, providing strategic guidance and resolution of complex customer issues.
- Champion Iterable's strong culture of innovation, inclusivity, and customer-centricity, both internally and externally.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or related field; MBA preferred.
- 8-10 years of progressive experience in customer success leadership roles within the marketing technology sector.
- Proven track record of success in managing high-value accounts and driving customer retention and revenue growth.
- Experience working at a major USA retail brand, with a deep understanding of retail dynamics and customer behavior.
- Demonstrated expertise in leading and scaling a $200 million marketing tech startup, including experience taking a company to IPO.
- Strong leadership skills with experience managing teams of 100+ people, fostering a culture of excellence and accountability.
- Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
- Strategic thinker with a data-driven approach to problem-solving and decision-making.
- Passion for customer advocacy and a commitment to delivering exceptional customer experiences.
If you are a results-oriented leader with a passion for driving customer success and growth in a fast-paced, dynamic environment, we encourage you to apply for this exciting opportunity at Iterable!
Perks & Benefits:
- Paid parental leave
- Competitive salaries, meaningful equity, & 401(k) plan
- Medical, dental, vision, & life insurance
- Balance Days (additional paid holidays)
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Monthly Employee Wellness allowance
- Monthly Professional Development allowance
- Pre-tax commuter benefits
- Complete laptop workstation
The US base salary range for this position at the start of employment is $172,000 - $275,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.
Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.
