Jobs at Manzama

We’re looking for people with the right attitude, accountability and action.

Vice President of Client Success

Given our business model, where our Clients pay us an annual subscription, Client Success is absolutely vital to our long-term profitability. We will not be successful unless our Clients are receiving value from our service. As such, we need a senior executive to own all the processes that help drive success for our Clients. This role includes responsibilities for Client Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

Drive Client Success Outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, Client satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Client Lifecycle
  • Map Client journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Develop interventions for each point in journey
  • Address segmentation of Client base and varying strategies
  • Identify opportunities for continuous improvement

Manage Client Success Activities

  • Onboarding
  • Training
  • Client Support
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy

Measure Effectiveness of Client Success

  • Define operational metrics for team
  • Establish a system for tracking metrics
  • Expose a subset of metrics to the executive team, company, and board

Create a company-wide culture of Client 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 Operations around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal Client
  • Create company-wide Client feedback loop

Required Experience/Skills:

  • 5+ years experience in leading Client-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for Clients AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • An enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree

Application:

To apply for the position, please email your cover letter and resume to Peter Ozolin and Mark Hinkle.

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