Vice President of Customer Success, Leagueapps
$187.8-281.7k
3 days a week in office (NY Metro Area)
Youth sports management platform
Be an early applicant
Youth sports management platform
101-200 employees
Be an early applicant
$187.8-281.7k
3 days a week in office (NY Metro Area)
101-200 employees
Company mission
Leagueapps' mission is to empower youth sports leaders so they can follow their mission and supercharge their impact.
Role
Who you are
- 12+ years of progressive experience in customer success, account management, or related roles within the SaaS B2B industry, with a minimum of 7+ years in a leadership capacity
- Proven ability to successfully lead and manage large-scale Customer Success and Support teams and to influence and inspire cross-functional teams
- Bachelor's degree in Business or a related field; advanced degree or MBA is advantageous
- Strong analytical skills with a data-driven decision-making approach, leveraging data to drive insights and decision-making
- Exceptional communication and interpersonal skills, adept at building strong relationships with both customers and internal stakeholders, and proven ability to communicate effectively in various settings, including with stakeholders
- Strong written and verbal communication skills, including excellent presentation abilities, coupled with the capacity to influence through persuasion, negotiation, and consensus building
- Strong customer advocacy with a passion for delivering exceptional customer experiences
- Ability to engage directly with customers and act as the executive face of Customer Success
- Proven experience scaling a Customer Success function in high-growth environments, showcasing strong business acumen and the ability to align customer success efforts seamlessly with broader company goals
- Demonstrates a commitment to continuous learning, innovation, and building high-performing teams, embodying values of sportsmanship, fairness, and respect for colleagues, partners, and competitors
- Possesses a strategic mindset, proactively identifying growth opportunities, aligning efforts with company values, and embracing challenges with unwavering determination, showcasing a passion for the organization's mission and goals
- In-depth expertise in both recurring revenue and transaction-based models, demonstrating a profound understanding of value drivers across diverse revenue structures
- Proactively stays informed about customer success strategies, industry trends, and best practices. Committed to continuous learning, actively seeking professional development opportunities, and sharing acquired knowledge with the team and peers
What the job involves
- As the Vice President of Customer Success, you will own the vision for the Customer Success strategy and lead the team to execute on that vision to ensure that we are delivering best in class support to our customers.
- You will play a pivotal role in driving customer satisfaction, retention, and expansion, ultimately contributing to the company's overall growth and success.
- As the leader and head of our Customer Success team, you will be responsible for driving our customer success and support teams towards achieving metrics and goals aimed at retaining customers, developing strategic CS initiatives, leading our team in fostering strong relationships with our valued customers and having a deep understanding of CS metrics
- Lead the team in driving partner account retention efforts, showcasing success in key performance indicators (KPIs) and metrics for the team to measure and attain customer success goals
- Foster a collaborative team culture focused on customer-centricity and continuous improvement
- Set strategic objectives, oversee daily operations, and cultivate a high-performing team dedicated to exceeding customer expectations
- Collaborate with cross-functional teams to define customer segmentation and seamlessly implement a comprehensive customer success strategy aligned with the company's overarching goals and objectives as well as the retention of our customers
- Partner with Sales leadership to facilitate a seamless hand-off and onboarding experience and collaborate on tailored sales strategies to expand and deepen customer relationships
- Oversee successful customer onboarding and develop tailored adoption plans aligned with customer outcomes
- Identify and drive growth opportunities, including upsells, cross-sells, and advocacy initiatives
- Manage customer feedback mechanisms, including satisfaction surveys, for continuous improvement and concurrently develop strategies to monitor and optimize overall customer health throughout their experience and lifecycle
- Develop and implement repeatable best practices for product adoption, value realization, and growth across business segments
- Build and maintain strong relationships with key partner stakeholders
- Leverage technology and systems to drive consistency, repeatability, and scale in customer success activities
- Monitor key performance indicators, including usage, churn, upsell, and net retention, proactively addressing potential issues
- Build and grow a high-performing customer success & support team through strong leadership and mentorship
- Set clear objectives and metrics for the team to measure and achieve customer success goals
- Foster collaboration within the team as well as other cross-functional team members in the organization and across the customer lifecycle
- Champion the customer's perspective internally, acting as their advocate in discussions, and proactively manage the customer feedback process in collaboration with Product and Engineering teams to enhance offerings based on identified needs
- Effectively communicate key customer insights and metrics to internal teams, fostering a data-driven decision-making culture for CS
- Advocate for customer needs within the broader organization and specifically, with the Product and Engineering teams to ensure customer challenges are understood and addressed
- Collaborate closely with Sales, Marketing, and Product teams to ensure alignment in customer-focused initiatives and a seamless end-to-end customer journey
- Develop strategies for accurate renewal forecasting, working closely with Sales and Finance teams
Our take
Youth sports teams need successful administration and management to thrive, requiring funding and payroll management, networking and scaling, and revenue generation programs. However, such organizations are commonly associated with an absence of technology, resulting in a lack of options for software platforms that help with such administrative tasks.
Leagueapps provides a customizable youth sports management platform, aiming to provide an all-in-one solution to aid any sports team's operations and growth. The software provides automation tools for payroll and financing, marketing and growth features, and communication dashboards for player and parent retention, in addition to bottom-line tools for revenue generation.
Whilst there are already generalized organization management platforms that youth sports teams can benefit from, Leagueapps has smartly recognized the necessity for customizable management tools specifically designed to help sports teams. The company has stated that thousands of sports organizations have made use of the platform, reaching over 10 million parents, players, and coaches.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
1% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2021
$15m
SERIES B
Jun 2018
$1.8m
EARLY VC
Total funding: $43.2m
Company benefits
- Health and Wellness - Comprehensive medical and dental, gym and fitness subsidies, company sports teams
- Vacataion - Generous paid time off policy
- Family Friendly - Generous parental leave for primary and secondary caregivers
- Community - Weekly All-Hands meetings with AMAs, bi-annual company offsites, social events
- Professional Development - Individual subsidy for continued learning and development (classes, certifications)
Company values
- Sportsmanship - We run our business the same way we play sports: fair, generous, and real
- Passion - Our passion is for sports and the people who organize and play them. It’s an innate part of who we are, and the reason of why we do this
- Openness - Both on and off the field, expectations can be met only when understood, and relationships can be built only when we communicate clearly and consistently with each other
- Results - Athletes are results-oriented: It’s a fundamental to our DNA. Part of what makes sports so great is keeping score
- Team - We’re teammates—with each other, with our partners, and with everyone else we work with. Everything that you do, you take into consideration what effect does it have on my Team
- Student of the Game - Legendary athletes aren’t just physically gifted: They’re smart. They study. They prepare. They win the game before they take the field. We strive to take on each day in this same way
- Difference Maker - We’re here with purpose and to make an impact in everything we do. Team sports can change lives
- Grit - We’re grinders. Gym rats. We’re the ones who don’t quit - especially when the ball doesn’t bounce our way. We plan to always be the last ones standing
Company HQ
Gramercy Park, New York, NY
Articles
Leadership
Brian Litvack
(CEO)Experience as General Manager and Founding Team Member of Sportsvite.com from 2006 to 2011.
Steve Parker
(CTO)Experience as CTO and Co-Founder of Sportsvite.com from 2006 to 2010. Principal Consultant for OpenEvolve since 2004.
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