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VP of Customer Success

Fort Myers, Florida 33912 | Direct Hire

Post Date: 03/07/2018 Job ID: 1735 Industry: Professional Services
The Role:  Vice President of Customer Success Location:  Fort Myers, FL


Our client is a nationally accredited and recognized provider of pre-hire intelligence including background screening, drug testing and onboarding solutions.



In order to support our client’ s planned expansive growth, through both acquisition and organic efforts, HireBetter is seeking a seasoned Vice President of Customer Success to provide leadership, direction, and resource stewardship to the organization’ s implementation, customer support, customer success, account management, client satisfaction and customer life cycle functions. As the organization’ s most senior Customer Success leader, the Vice President of Customer Success is accountable for the development, and execution of a client experience and retention strategy that ensures our client is driving value for its clients. We will place extreme focus on qualitative and quantitative measures for high client satisfaction, NPS, retention, product adoption and expanded sales within its current client base.

The goal is to deliver best in class client experiences while continuing to build a customer-centric culture throughout the company. The Vice President of Customer Success will be responsible for the development of the client’ s Voice of the Customer program, leveraging of world-class CRM technologies to drive effective and efficient processes, ensure delivery of key performance metrics, and building of team capability - while remaining flexible to meet the variable demands of a growing and data driven company. This is a hands-on position that requires both strategic and tactical approaches and capabilities.

The Vice President of Customer Success will be a critical member of the senior management team and heavily involved with setting strategy and driving operating plans across the base business and in integration of all acquired entities.


Customer Success Strategy and Structure – working with CEO and other department heads
  • Lead the drive to create an evolving company-wide culture of customer centricity
  • Demonstrate customer centric behaviors, create standard processes that focus on root cause solutions and develop a method of accountability for retention and growth across the company
  • Ensure delivery of organization key performance metrics
  • Partner with leaders across the company to prioritize and solve customer impacting issues at the root cause level and demonstrate business case value from those actions
  • Develop team member capability in classic contact center and account management practices, workflow, standards, policy and key performance metrics
  • Develop manger and supervisory quality assurance programs to include effective 1: 1’ s, coaching and training programs that support, engage and empower operations and customer agents
  • Build and lead the effort to evaluate and identify current customer opportunities that lead to increase up and cross selling to the existing client base
  • Foster a culture of engagement and ownership by building meaningful people programs to foster a results-driven environment where employees feel empowerment

Voice of the Customer (VoC)
  • Responsible for the development of world class VoC programs including gathering, trending, communicating and acting on customer insights to ensure high levels of satisfaction, best in class Net Promoter Scores and increasingly high client retention.

Customer Success Team Management
  • Ongoing development and recruitment of Implementation, Account Management, and Customer Success team members to support company growth goals
  • Activity management and coaching to assist high-performing support professionals to be most effective
  • Work with CEO and executive leadership team to define and lead Customer Success and management change initiatives by continuously assessing the need for organizational change, championing change initiatives, and removing obstacles impeding constructive organizational change
  • KPI management for effective deployment of support professionals’ time and focus, as well as providing guidance into trends, roots causes, and proactive resolutions to client needs.
  • Lead learning and development initiatives impacting the support and account management teams, and provide stewardship of support and account management talent

Product Line and Solutions Input
  • Work with CEO, product-line management, and marketing to provide critical customer input to inform future products and solutions
  • Remain in tune with competitive activity to inform organization of critical gaps in capability

Financial Integration
  • Work closely with Finance and Accounting Team in development of plans that the company can adequately fund in aggressive growth mode
  • Provide high-confidence projections on client volumes, revenue, and white space opportunities to allow the company to adequately manage resources across operations and finance to support the plan

Senior Management Team and Overall Company Integration
  • Achieve assigned organizational growth objectives for client growth, retention, satisfaction, volume, product mix, and other strategic goals
  • Support the achievement of strategic objectives critical to other functional areas within the firm
  • Align the support and account management department’ s objectives with firm business strategy through active participation in corporate strategic planning, support and account management strategy development, forecasting, resource planning, and budgeting
  • Provide managerial leadership and work closely with technology leadership to ensure technology initiatives are implemented consistent with firm technology strategy
  • Partner with operational leaders including sales, marketing and operational fulfillment to success engagement, implement and launch new clients
  • Work with sales leadership to define product priority list and works with internal operations and IT teams to plan and execute required integration and IT resources
  • Key Customer and prospect integration and integration of acquisitions as they arise
  • Establish and maintain productive peer-to-peer relationships with key customers and prospects, acts as “ Executive Sponsor” to key sales customers

  • Proven cycles of developing Customer Success teams and achieving retention, satisfaction and revenue growth goals
  • Experience in building support models for high six and seven figure background screening clients
  • Experience in the implementation of clients acquired through acquisitive environment a plus
  • Experience in integrating support and account management teams in an acquisitive environment a plus
  • Minimum five years in a senior support leader and as part of an executive leadership team
  • Minimum five years of HCM/Background Screening experience preferable
  • Evidence of multiple years of working in a position directly accountable for Customer Success and retention (prior to management) – with clear progression in capabilities and methodology
  • Deep understanding of the background screening space as a component of the bigger HCM market is preferred
  • Experience in customer migration planning and execution to new technologies
  • Minimum four-year college degree from an accredited institution

  • Ability to effectively operate both strategically and tactically in the development and management of a customer success department in a rapid-growth environment, while supporting integration of multiple acquisitions
  • Willingness to embrace full accountability for responsibility areas and achievement of business goals
  • Positioned in career progression where there is still zeal to do something remarkable – to make a statement about attaining excellence (“ fire in the belly”)
  • Resilience and energy – the ability and passion to go above-and-beyond when we need – (embrace a start-up environment)
  • Value and thrive in an environment of learning and interacting with high-capability, high-energy teammates
  • Confident humility in excellence, with a low tolerance for unnecessary “ noise” and drama
  • Passion for developing new ways to satisfy the customer – for winning - with a bias toward being in the trenches versus being only an administrative leader
  • Ability to manage team leaders effectively across multiple locations

  • Achieve customer satisfaction and retention goals aligned with targets for growth, profitability, volume, product mix, and other strategic measures
  • Working with rest of leadership team, ensure we retain customers and revenue once we win it
  • Provide critical voice-of-the customer and competitor insight to help insure the company is aligning objectives and priorities to maximize our ability to win and retain customers over the long term
  • Development, management and measurement of Customer Support Key Performance Indicators (service level, abandons, satisfaction, quality assurance, etc.)
  • Development, management and measurement of customer implementation and onboarding Key Performance Indicators (quality of onboarding, timelines, company, associate and ordering experience)
  • Overall team delivery of Account Management Key Performance Indicators (expansion targets including up and cross selling performance)

  • Reports to the Chief Executive Officer
  • Peer colleague to other senior-most functional heads
  • Member of Executive Leadership team
  • Direct report staff includes: Customer Implementation, Customer Support, Account Management and Strategic Account Representatives
  • Heavily integrated with Sales, Marketing, and Operations
  • Board and Operating Partner exposure

  • This position will be located in the company’ s corporate office in Fort Myers, FL
  • This position requires some travel
  • All prospective employees must pass a background check and drug screen  

To Apply

Interested candidates should apply through the HireBetter website at Qualified applicants will be responded to as quickly as possible.

Please note: Applicants for employment in the U.S. must possess work authorization that does not require sponsorship for a visa now or in the future.

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