VP, Customer Success

🕒 October 14

🇺🇸 United States – Remote

💵 $175k - $225k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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Bonusly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

Bonusly is an innovative employee recognition platform that provides effective tools to recognize and reward employees for their contributions. It focuses on cultivating positive workplace cultures by promoting peer-to-peer recognition, facilitating automated milestones and announcements, and offering a variety of rewards and incentives. Bonusly empowers managers with insights to improve team performance and engagement, making recognition an integral part of the organizational culture.

📋 Description

• Define and lead Bonusly's holistic Customer Success and Support strategy • Optimize the customer journey across onboarding, adoption, value realization, retention, expansion, and advocacy • Lead, manage, recruit, hire, and develop the Customer Success team • Establish and demonstrate measurable customer ROI from Bonusly's solutions • Partner with Sales, Marketing, Product Development, Customer Programs, and Enablement on a unified customer journey • Identify and lead upsell, cross-sell, professional services, and customer expansion initiatives • Establish and refine Rules of Engagement with Sales leadership • Serve as the voice of the customer to Product and Engineering teams using data-driven feedback • Build and maintain strategic relationships with key customer stakeholders • Provide executive oversight for critical accounts and resolve executive escalations • Champion operational rigor, continuous improvement, and predictable execution • Manage the Customer Success organization's budget and resource allocation • Represent Bonusly externally at industry events, conferences, and thought leadership initiatives

🎯 Requirements

• 8+ years of progressive leadership experience in Customer Success, Account Management, or post-sales functions within a B2B SaaS environment • At least 3+ years in leadership roles (Director-level or above) • Proven track record of managing multi-level teams (managers of managers) and scaling organizations during significant growth • Deep expertise in SaaS business models, customer lifecycle management, retention, expansion, and advocacy • Strong preference for experience within HR Tech, Employee Engagement, or Performance Management • Understanding of relevant buyer personas and industry nuances • Expertise in strategic business planning, financial management including budget ownership, forecasting, and data-driven KPIs • Exceptional analytical and problem-solving skills • Ability to translate complex data into actionable strategies and narratives for executive audiences • Experience developing and implementing customer success models, including high-touch, tech-touch, community-led, and managed services • Strong understanding of sales methodologies and their intersection with customer success • Adaptability, resilience, resourcefulness, and ability to thrive in a dynamic startup environment • Ability to navigate ambiguity with strategic foresight

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