Vice President of Customer Success

COMPANY OVERVIEW:

Vintory is the only sales and marketing platform in the vacation rental industry dedicated entirely to helping professional property managers grow their inventory. We pride ourselves in providing a completely customized experience for property managers, and do the same for our team members! We are an inclusive, fun, 100% transparent, and values-driven company with an incredible culture to match. We’re looking for another rock star to join the team that is eager to grow with us!

POSITION SUMMARY:

The Vice President of Customer Success will lead the Vintory Customer Success, Onboarding, and Customer Support teams by creating a customer-centric culture that generates successful outcomes through strategic customer engagement.

This role is responsible for bringing together Vintory’s strategic vision with innovative approaches to lead Vintory’s Customer Success team members. Reporting to the Chief Operating Officer, the Vice President of Customer Success plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Vintory’s customers.

This role requires an action mindset and is excited by the idea of scaling quickly globally. The Vice President of Customer Success thrives in a bold, fast-moving, transparent, values-driven leadership team and company and is focused on enabling both customer and company success.

“Working with an All-Star team that's willing to go above and beyond for our partners is a blast. We're innovating one of the up-and-coming industries (Vacation Rentals) worldwide, and it's an amazing experience to be a part of. Knowing that we're all on board and driving toward the same rocks and goals is a refreshing experience, and being in start-up mode, we're developing a lot of the processes and foundation that are going to let us flourish into the future.” Vintory Employee Testimonial

“Vintory is unlike any other company I have worked for. The culture is amazing - and is intended to be so by upper management. They only hire the top 10% and it shows in the team they have built here. People are willing to go the extra mile and do things that don't necessarily fall into their job description to get the job done. It's an "all-hands-on-deck" mentality from top to bottom.”  Vintory Employee Testimonial

"Remote work has made it possible for me to move to a mountain town where I have endless opportunities to recreate and recharge my batteries. Vintory is uniquely positioned in the vacation rental industry and is truly helping business owners. Everyone at the company truly seems passionate about our mission. There is a great opportunity to advance and grow with this company since it is fairly young still. Perks are great, benefits are great. Most importantly, senior management is supportive and easy to reach." Vintory Employee Testimonial

RESPONSIBILITIES:

• Supervising and growing high-performance customer success teams and providing on-the-job training and mentoring.
• Creating scalable customer success operational processes and services that optimize the customer experience and ensure that all clients receive immediate and ongoing value from their engagement with Vintory.
• Gathering feedback from Vintory customers and analyzing customer data to identify best practices for customer success and implement them team-wide.
• Working cross-functionally with other internal teams such as Product, Marketing, and Sales to ensure Vintory meets customers’ business objectives and expectations with Vintory’s products/solutions.
• Developing the team expertise needed to provide technical support and training programs to support the adoption and usage of Vintory’s platform.
• Engaging with customers to plan and understand the best ways to utilize Vintory’s platform, software, and services based on the customer’s business needs/issues.
• Supporting Sales in the renewal/upsell of SaaS business.
• Build warm and engaging relationships with executive-level customer contacts.
• Develop, monitor, and maintain customer health indicators to trigger CSM activities, inform stakeholders, and increase engagement.
• Develop and manage contacts at all organizational levels to establish and achieve a Trusted Advisor relationship.
• Consult (via phone and in-person) with customers on an ongoing basis to identify business development/inventory acquisition growth challenges and prepare or update strategic recommendations to optimize Vintory solutions with a focus on the achievement of customers’ monthly, quarterly, and annual goals.
• Conduct thorough and insightful data analysis with customers to facilitate positive change within the customer's organization.
• Maintain knowledge, skills, and market awareness in industry trends and standards; seek out areas for professional development.
• Manage and lead a team that:
•  Injects the voice of the customer into all internal decisions
•  Increases customer engagement to deliver positive, KPI-driven outcomes while sustaining and expanding product usage.
•  Works collaboratively across teams to ensure customer success (Support, Dev Ops, Engineering).
• Grows relationships with multiple contacts across the account.
• Works collaboratively with Sales and Marketing to optimize Prospect engagement and conversion.
• Participates in internal planning to map use cases and revenue expansion opportunities.
• Creates uses and improves standardized tools and processes
• Experience building and managing Customer Success and or Professional Services teams in a fast-paced, dynamic environment.
• A strong customer advocate with the ability and willingness to engage directly with customers.
• Ability to communicate well with individuals, teams, customers, and at industry-level events.
• A strong strategic vision for the customer experience, professional services, and customer support.
• Empathy, humility, and listening skills.

SKILL & COMPETENCY REQUIREMENTS:

• Building customer relationships - The Vice President of Customer Success uses relevant system features and data to engage with customers.
• Persuasive/professional customer communication - communication via phone, email, and when presenting is professional, informative, concise, and takes into consideration all audience members. The Vice President of Customer Success is able to read the room and is generally persuasive.
• Ability to influence and impact customers' businesses - credibility and technical knowledge allows the Vice President of Customer Success to make recommendations that result in positive business outcomes. The Vice President of Customer Success will understand change management strategies and is comfortable confronting any brutal fact within customers' businesses.
• Strategic and analytical thinking - general understanding of strategies that drive business development for customers. Ability to analyze, interpret, spot trends, and suggest action in a simplified manner.
• Technical and professional knowledge and expertise - general understanding of Vintory’s technology and best practices as well as the ability to integrate these pieces within unique customer accounts.
• Fostering innovation - the Vice President of Customer Success approaches assigned accounts with an innovative mindset, while always placing customer success at the forefront.

QUALIFICATIONS:

A track record of developing and mentoring great talent, and building and motivating high achieving teams

• SaaS Customer Success leadership experience required
• Short Term Vacation Rental Experience preferred, but not required
• Technical aptitude and the ability to learn software programs
• High level of aptitude in technology such as MS Suite (Excel, Word, PowerPoint), GSuite, and CRMs such as HubSpot, and Salesforce

COMPENSATION & BENEFITS:

An inclusive, fun, values-driven company culture

• A fast-growing company
• Work / Life balance
• Competitive pay, and bonuses
• Your work makes a difference here, and we make a huge impact on our customers' profits
• Transparency – regular All-Team meetings, so you can stay in the know about what's going on in all areas of our business
• Benefits (401k, Health Insurance, Dental, Vision, Long Term/Short Term Disability)
• Profit-Sharing
• Unlimited Vacation and PTO
• Travel Perks - 2 Trips anywhere in World through our luxury accommodations vendor-customer Third Home
• Daylighting - Pet projects (10% of your time work on any pet projects)
• Remote Workforce - work anywhere you want
• Gym Membership Reimbursable Program
• Building a great culture is our # 1 priority! Check out our 5/5 Stars on Glassdoor! 

Compensation based on experience.