VP of Customer Success

This is a remote position.

Northwest Analytics (NWA) is a pioneering SaaS product within the Embrace portfolio of companies, specializing in analytics-based knowledge solutions for global manufacturers, spanning industries such as chemicals, pharmaceuticals, and electronics. NWA empowers manufacturers to optimize operational efficiency by codifying and amplifying process knowledge across their enterprises. We are growing fast and need a VP of Customer Success who is passionate about making a difference in the Process Manufacturing industry.

If you are dedicated to driving customer success and have the qualifications outlined below, we would be excited to connect with you! Join us in enhancing client experiences and revolutionizing adoption in the Manufacturing industry through our cutting-edge solutions!

As the Head of Customer Success / VP of Customer Success, you will be responsible for leading our customer success team and ensuring that our clients achieve maximum value from our SPC tools. You will develop and implement strategies to enhance customer satisfaction, retention, and growth. Your role is critical in building strong relationships with our clients, understanding their needs, and driving continuous improvement in their use of our software solutions. Additionally, you will be responsible for identifying and executing sales opportunities with existing clients.

Key Responsibilities:

Leadership and Strategy:

• Develop and execute a comprehensive customer success strategy aligned with company goals.
• Lead, mentor, and grow a high-performing customer success team.
• Foster a customer-centric culture within the organization.
  
  

Customer Onboarding and Engagement:

• Oversee the onboarding process for new clients, ensuring a smooth and effective implementation of our SPC tools.
• Develop and maintain strong relationships with key stakeholders in client organizations.
• Conduct regular check-ins and business reviews with clients to ensure their ongoing success and satisfaction.
  
  

Customer Retention and Growth:

• Monitor customer health metrics and proactively address any issues or concerns.
• Identify opportunities for upselling and cross-selling additional products and services.
• Develop and implement strategies to increase customer retention and reduce churn.
  
  

Sales to Existing Clients:

• Identify and pursue sales opportunities within the existing client base.
• Collaborate with the sales team to develop and execute account expansion strategies.
• Ensure clients are aware of and take advantage of new features, products, and services.
  
  

Product and Process Improvement:

• Gather and analyze customer feedback to identify areas for product and process improvement.
• Collaborate with product management and development teams to ensure customer needs are incorporated into product roadmaps.
• Advocate for customers within the organization to ensure their voices are heard.
  
  

Performance Metrics and Reporting:

• Define and track key performance indicators (KPIs) for the customer success team.
• Provide regular reports and insights to senior management on customer success metrics and initiatives.
• Continuously evaluate and improve customer success processes and tools.
  
  

Requirements

• Bachelor’s degree in Business, Engineering, or a related field. MBA or equivalent advanced degree is preferred.
• Minimum of 10 years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role.
• Proven track record of successfully managing customer relationships and driving customer success in a B2B software environment.
• Strong understanding of the manufacturing industry and their application in process manufacturing industries.
• Understanding of SPC tool and process engineering is a plus.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work collaboratively across departments and with external stakeholders.
• Experience with customer success software and CRM tools.
  
  

Benefits

• Competitive salary commensurate with experience.
• Opportunities for career advancement and professional development.
• Experience collaborating with a diverse, global team within a remote work setting.