VP of Customer Success

At Limble, we empower the unsung heroes that support the world. We've built the #1 top-rated Maintenance Management SaaS platform in an industry that is projected to double over the next five years. We continue to experience triple-digit growth year after year and are just getting started!

So what sets us apart? Our software is easier to use and we care about the success of our customers. Our customers see us as a partner rather than just another vendor because we build a relationship of trust with them. At Limble, we value our amazing culture over any skill that someone can offer. We encourage you to check out our Customer Reviews and learn more about our incredible culture!

As VP of Customer Success, you'll rely on your track record of building high performing teams to take ownership of driving success for our customers. You'll work with a team of Customer Success Managers and Inbound Success Specialists to oversee Customer Success activities (onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (renewals, etc.). You'll have a passion for developing and executing Customer Success strategies and be eager to take on a key role within a high growth organization.

Drive Customer Success Activities & Outcomes

• Influence future lifetime value through higher product adoption, feature utilization, customer satisfaction, and overall health scores

• Oversee onboarding, implementation, and support teams

• Increase renewal rates and reduce churn

• Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

• Further define and map the customer journey

• Develop listening points in the journey (e.g. usage, satisfaction, etc.)

• Standardize interventions for each point in journey

• Define segmentation of customer base and varying strategies

• Identify opportunities for continuous improvement

• Learn from best practices in industry

Measure Effectiveness of Customer Success

• Further define and implement operational metrics for team

• Improve systems for tracking metrics

• Report on progress to management

Lead World-class Customer Success Team

• Recruit experienced leaders for each functional role

• Attract high potential individual contributors into team

• Ensure thorough and rapid onboarding process for new team members

• Foster collaboration within team and across customer lifecycle

• Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

• Reduce the cognitive load of the CSM team by creating automated processes across systems

• Improve training on systems for CSMs

• Inspire Customer Success across company

• Create company-wide culture of Customer Success

• Align with Marketing around marketing to existing clients

• Align with Product around driving product roadmap

• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

• Align with Finance around measurement and forecasting

• Align with Executive Team around key metrics and objectives

• Drive company-wide definition of ideal customer

• Create company-wide customer feedback loop

• 5+ years of experience leading and scaling a growing Customer Success team within a B2B SaaS environment

• Strong empathy for customers AND passion for revenue and growth

• Ability to manage influence through persuasion, negotiation, and consensus building

• Deep understanding of value drivers in recurring revenue business models

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• Enthusiastic and creative leader with the ability to inspire others

• Excellent communication and presentation skills

• Competitive base salary and bonus structure

• Stock options

• Health, Dental, Vision, and Life insurance

• 401k with company match

• HSA with company match

• Unlimited PTO

• Paid parental leave

• Fully remote role

At Limble we are solution-oriented and customer-obsessed. We hire with a people-first approach, and we understand there’s no such thing as a perfect candidate. Limble’s company culture and values are based on collaboration and transparency. Our customers come from all different backgrounds and so do our employees. If you’re results-driven, enjoy solving complex problems, and are curious about what you could accomplish at a rapidly scaling startup, we’d love to hear from you.