Job Description
The role involves defining and executing the global Customer Success strategy, aligning it with corporate objectives for growth and retention. Cross-functional collaboration with Sales, Product, Engineering, and Operations to incorporate customer feedback, will improve the roadmap and quality improvements. A scalable Customer Success operating model supporting enterprise, mid-market, and SMB customers should be established.
It requires leadership of Customer Success Managers to proactively manage relationships and drive Net Revenue Retention (NRR). The frameworks for onboarding, adoption, health scoring, renewal, and expansion need to be developed. Customer advocacy programs and voice-of-the-customer initiatives must be championed.
The role involves overseeing TAMs to provide proactive technical guidance and ensure alignment between TAMs, engineering, and support to accelerate the resolution of complex issues. The role requires defining key metrics like NRR, logo retention, customer health, and SLA adherence.
About Vultr
Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world.