VP, Customer Success

March 27

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Axios

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Smart brevity.

501 - 1000

Description

• Our VP of Customer Success will play a critical role in growing HQ’s total revenue from $10m - $100m over the next five years. Reporting to our SVP, Sales, in addition to day-to-day team management, it will be mission critical for this leader to partner closely with key internal stakeholders including sales, marketing, strategy, product, and engineering teams to ensure the product meets the demands of our existing and future clients. • Ideal candidates will embody an entrepreneurial spirit and passion for Axios HQ’s mission and values - raise the bar, stay curious, be inclusive, always, & champion each other - and have the following skills/experience: • Experience leading a customer success and account management department as a second-line leader, with managers and independent contributors reporting to them • A strong track record of establishing processes related to performance analysis (KPIs) • Proficient in NDR and client retention strategies and process implementation • Proven track record of creating systems and processes that support the full client lifecycle- from onboarding through service, renewal, expansion, and upsell. • Highly collaborative with the ability to motivate those around you to produce exceptional results in a remote-first environment • Superb emotional intelligence and an eagerness to constantly build new skills as a manager and leader • Ability to step in and close individual business when needed • Comfort with a growing and ever-changing fast-paced environment • Strong analytical and problem-solving skills • SaaS, start-up organization experience is highly preferred • A deep belief in and commitment to maintaining a diverse and inclusive team environment

Requirements

• 3+ years of successfully managing a growing customer success or account management department/organization within a growing SaaS start-up • Experience growing client side revenue to 110% + NDR annually • Exceptional analytical skills and hands-on experience with CRM and sales tools to make strategic decisions and drive team performance • Track record of establishing, monitoring, and achieving processes related to performance analysis (KPIs); revenue forecasting and process implementation in a fast-paced startup environment • Highly collaborative with strong stakeholder management skills (will be working closely with Marketing, Product, and Sales teams) • Ability to influence product development based on customer feedback • Superb emotional intelligence and success in managing hybrid/remote teams • Proven ability to mentor and develop managers and representatives at various stages in their career journey. • Passionate about stepping in and driving direct retention and revenue efforts, showcasing both leadership and hands-on aptitude.

Benefits

• Annual on target earnings for this role is in the range of $250,000- $275,000 • Health insurance options include 100% paid options for individuals, 75% for families • Fertility and family planning coverage • Primary caregiver 12-week paid parental leave • 401K, plus company match • Tele-mental health services • Generous vacation policy, plus company holidays • Monthly work-from-home stipend • Company Equity • A commitment to an open, inclusive, and diverse work culture • Annual learning and development stipend