VP of Customer Success

The Customer Success team acts as the hub for our customers, connecting the dots across their journey with ESO. As our Customer Success leader, you will work with cross-functional teams to accelerate our efforts to drive product adoption, reduce risk and retention, and add value as an advocate and partner to our Fire, EMS, Hospital and State customers. This role will be a high-impact, high-visibility leadership position that will collaborate closely and strategically with other leaders across the entire organization.

Reporting to the Chief Customer Officer, you will be part of the ESO Customer Experience team.

What You'll Be Doing - the day to day

• Lead strategic direction for ESO's growing Customer Success team
• Build out a data-backed, customer success capability to maximize adoption, retention and satisfaction of our customers at key moments throughout the customer journey
• Leverage data to understand where a customer is in their journey, implement organizational processes and structures to drive success, and recommend/make improvements where needed
• Create repeatable, scalable process that align customer engagement motions across the organization
• Define Customer Success strategy, metrics and KPIs
• Identify the capacity, processes and tooling required to streamline workflows within our Customer Success team
• Solicit regular internal and external customer feedback to lead continuous improvements to the customer experience
• Partner with cross-functional teams to define and track voice of customer metrics, including renewal/churn indicators, expansion and adoption trends, and lead the cross-functional communication of performance against these metrics
• Recruit, lead, and develop a high performing Customer Success team focused on accelerating our efforts to drive a best in class customer experience with continued adoption, usage and growth
• Foster a culture of engagement and excitement to bring out customer driven results where ESOers feel empowered to put customers first, and develop their careers within the organization
• Empower a team of managers and individual contributors

Who You Are - the essentials

Our Customer Success team is deeply passionate about our customers and meeting their needs to improve community health and safety through the power of data. The ideal candidate for this role is both strategic and an executor. You are data-driven and lean into experimentation to drive an amazing experience for our customers and ESO at scale. You are creative in exploring new ways to support our growing customer base. You excel at identifying opportunities for improvement and maintaining scalable processes and systems to ensure customer success. You've built and led a broad base of customer success and engagement activities in a fast-paced environment with a lean team. You are willing and enjoy rolling up your sleeves to get the job done.

• 10 years minimum of people management experience in Customer Experience or Sales
• 5 years leading other managers, setting strategic vision, and empowering high-performance teams specifically within Customer Success
• Proven track record of delivering excellent customer outcomes through data insights and experimentation
• Ability to think globally and strategically, advocating for change across multiple business units and functions; work cross-functionally and influence partners to drive adoption and retention outcomes
• Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis
• Ability to pivot between high-level strategic thinking and vision setting to execution with an eye on outcomes and details. You are okay with ambiguity, and generally thrive in it.

Who You Are - the desirables (It's a plus if you have):

• Experience in the Health Tech industry: EMS/Fire/Hospital/Public Sector

Benefits & Perks

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:

• Competitive health plans (medical, dental, & vision insurance)
• PTO (starting at 20 days) & 12 company holidays
• 401(k) with company match
• Telemedicine service provided by ESO
• Savings accounts (FSA, HSA, DCA)
• Employee Assistance Program (EAP)
• Annual health and wellness reimbursement
• Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
• Paid parental leave, new child program, & flexible parental return-to-work options
• Casual office environments and unlimited office snacks and drinks

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today's EMS agencies, fire departments, and hospitals. We're small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don't match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.

In the spirit of ESO's mission to "Improve Community Health and Safety through the Power of Data," and in accordance with ESO's duty to provide and maintain a workplace that is free of known hazards, ESO requires all United States (US) employees to be fully vaccinated against COVID-19, regardless of if you work remotely or in office unless a reasonable medical or religious accommodation is requested in a timely manner and approved. This policy will help safeguard the health of our employees and customers, as well as the community at large.

All offers are contingent upon a successful background check and compliance with ESO's COVID-19 Vaccination Policy.

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.