Vice President Customer Success (Remote)

About Ease
Manufacturers digitally transforms plant floor audits around the world with EASE. The enterprise-grade mobile platform combines simplicity and efficiency with powerful performance insights, driving quality and safety on the plant floor.

Industry leaders, including Aston Martin, Dana, 3M, Tenneco, and Samsung, trust EASE to facilitate and analyze millions of plant floor audits every year. With deployments in over 40 countries, EASE supports more than 25 languages, solidifying its position as a category leader for quality management, as recognized by G2 and Gartner.

Headquartered in San Clemente, California, Ease.io is a dynamic company that recently secured a growth investment from Luminate Capital Partners, further fueling its robust growth trajectory.

Position Summary
We’re looking for a dynamic and results-oriented VP of Customer Success to join our team at EASE. As the VP of Customer Success, you will be responsible for developing and executing strategies that drive customer satisfaction, retention, and revenue growth. You will lead and mentor the Customer Success team, ensuring customers realize maximum value from our products and services. This role requires a strategic thinker with strong leadership skills, excellent communication abilities, and a deep understanding of customer experience and relationship management.

Reporting to: CRO

Position Location: Remote

Salary Range: $180,000-$200,000 per year

What You’ll Do:

• 
  Customer Success Strategy: Develop and execute a comprehensive customer success strategy that aligns with the company’s overall business goals. Ensure this strategy improves customer satisfaction, retention, and long-term value.
• 
  Team Leadership: Lead, mentor, and grow a high-performing customer success team. Foster a culture of accountability, collaboration, and customer-centricity across the department.
• 
  Customer Retention & Growth: Proactively monitor customer health metrics to drive engagement, ensure renewals, and uncover upsell/cross-sell opportunities. Build customer advocacy programs to turn loyal customers into brand ambassadors.
• 
  Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and other departments to ensure customer feedback informs product development and sales strategies. Ensure a seamless customer experience from onboarding to renewal.
• 
  Customer Relationships: Cultivate and maintain strong relationships with key accounts, acting as an executive sponsor for the most strategic customers. Represent the voice of the customer within the organization to drive a customer-first culture.
• 
  Metrics & KPIs: Define and track critical customer success metrics, including customer satisfaction, retention rates, and customer lifetime value. Regularly report performance to the executive team and identify areas for improvement.
• 
  Customer Experience Improvement: Continuously identify opportunities to improve customer interactions, onboarding, and the overall experience. Implement scalable processes and systems to deliver consistent and exceptional service.
• 
  Revenue Impact: Drive the expansion of customer accounts by identifying growth opportunities. Collaborate with the sales team to identify and support cross-sell/up-sell initiatives.
• 
  Customer Success Technology: Oversee the adoption and optimization of customer success tools and platforms to ensure a streamlined customer journey.

Skills & Qualifications

• 
  Education: Bachelor’s degree Business Administration, Marketing or a related field.
• 
  Experience: 10+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role.
• 
  Skills:
  • 
    Leadership: Proven track record of building and leading a successful customer success team in a fast-paced environment.
  • 
    Communication: Excellent communication and presentation skills with the ability to engage and influence stakeholders at all levels.
  • 
    Analytical Skills: Strong analytical skills with experience using customer data and metrics to inform decision-making.
  • Customer Focus: Passion for customer success and a strong commitment to delivering exceptional service.
  • 
    Technology Proficiency: Experience with customer success software (e.g., Gainsight, Salesforce, HubSpot) and other relevant tools.

What We Offer:

• An exciting and rewarding sales environment, where your efforts directly impact the growth and success of the company and our manufacturing clients.
• We collaborate with respect and humility for one another and place great value on work/life balance, ensuring you can enjoy a fulfilling personal life alongside your professional endeavors. We believe in having fun while we do it!
• Employee development and training are deeply ingrained in our DNA. We are committed to investing in your growth and providing a clear career path, so you can look forward to continuous learning, skill enhancement, and advancement opportunities.
• We prioritize the health and happiness of our employees. Along with a highly competitive compensation package, we offer a comprehensive and generous benefits package to support your well-being. Our benefits package includes medical, vision, and dental coverage, ensuring you have access to top-quality healthcare when you need it.
• We value your peace of mind and provide Life/AD&D insurance coverage, offering financial protection for you and your loved ones.
• We understand the importance of taking time off to recharge and rejuvenate. That’s why we offer unlimited Paid Time Off, allowing you to take the breaks you need to maintain a healthy work-life balance.
• We support your long-term financial goals through a 401(k) plan with an employer match, helping you build a secure future.

jHO5n5SYfa