Vice President of Customer Success, Folloze

Salary not provided
Senior and Expert level
Remote in US
San Francisco Bay Area

More information about location

Folloze

Buyer experience platform

Open for applications

Folloze

Buyer experience platform

21-100 employees

B2BMarketingContentDigital MediaSaaS

Open for applications

Salary not provided
Senior and Expert level
Remote in US
San Francisco Bay Area

More information about location

21-100 employees

B2BMarketingContentDigital MediaSaaS

Company mission

To turn every customer interaction into a meaningful engagement.

Role

Who you are

  • Very strong preference for experience in the marketing technology space
  • Proven leadership experience in customer success, preferably in SaaS companies in the $10M-$25M ARR range
  • Experience as a front line leader, being comfortable holding the team members accountable to their weekly and monthly objectives
  • Strong expertise working with enterprise-level customers and navigating complex organizations
  • Deep knowledge of process development, with the ability to bring a mature, scalable playbook to drive operational excellence
  • Experience with renewal and expansion ownership, working in partnership with sales and revenue teams
  • Demonstrated success in leading teams through change and driving cross-functional collaboration
  • Strong business acumen and commercial mindset, with a track record of driving revenue through customer success initiatives
  • Exceptional leadership and team management skills, with the ability to inspire and motivate teams across multiple functions
  • Excellent communication and interpersonal skills, capable of engaging customer stakeholders at all levels, particularly with executive leaders
  • Strategic thinker with the ability to execute tactically, balancing short-term goals with long-term customer relationships

What the job involves

  • We are seeking an experienced and strategic VP of Customer Success to lead our customer-facing teams and ensure long-term success for our enterprise clients
  • As a key member of the leadership team, you will own the customer journey, driving both retention and growth in our $10M-$25M ARR SaaS business within the marketing technology space
  • Your focus will be on developing and implementing processes that scale, building a world-class customer success organization, and serving as the voice of the customer internally
  • Renewal and Expansion Strategy: Drive customer renewals and expansion efforts in collaboration with the sales team, ensuring alignment on commercial goals and consistently achieving targets
  • Customer Success Leadership: Develop, enforce, and optimize scalable customer success processes and playbooks to deliver best-in-class customer outcomes. Ensure the team is well-equipped to manage complex enterprise relationships
  • Customer Support: Oversee customer support operations, ensuring timely issue resolution and high customer satisfaction across touchpoints
  • Professional Services: Lead professional services efforts to help customers implement and maximize the value of our solutions, ensuring smooth onboarding and ongoing customer enablement
  • Customer Onboarding & Enablement: Drive efficient onboarding processes and provide continuous enablement, ensuring customers get to first value quickly. Work with the customers’ technical teams to offer optimal configuration of their integrated MarTech stack
  • Customer Education: Develop our Folloze Academy further and implement comprehensive education programs to empower customers, ensuring they are proficient in using the platform and in the methodologies that will improve their marketing programs
  • Voice of Customer & Advocacy: Serve as the champion of the customer internally, collecting and synthesizing feedback, and driving advocacy initiatives that showcase customer success stories

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Company

Company benefits

  • Healthcare, 401k & vacation benefits
  • Great work environment
  • Coffee, snacks and lunches

Funding (last 2 of 4 rounds)

Nov 2020

$2.7m

LATE VC

Oct 2019

$11m

SERIES B

Total funding: $23.9m

Our take

Managing a marketing campaign in the modern day can be extremely challenging. Campaigns span multiple channels, competition is high, and buyer behaviour is changing more quickly than ever – yet it remains important for marketing to remain consistent. Folloze provides the leading B2B Buyer Experience Platform, through which marketing and sales teams can created personalised, value-added customer experiences.

For B2B marketing teams, the key to a good campaign is in being able to tailor for the customer, but this has been complicated to implement in the complex modern marketing industry. With Folloze, created experiences follows the buyer’s entire journey, with the platform specifically designed to allow salespeople to access marketing techniques and, importantly, manage “account-specific funnels”. In addition, Folloze is platform agnostic, so it will fit easily into whatever tech stack a company is using.

Folloze’s platform is utilised by some of the top B2B brands, demonstrating the high-performance utility of its product. The company had raised significant funding in the past, and as the leader in the field can be expected to remain a top player for the foreseeable future.

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Kirsty

Company Specialist at Welcome to the Jungle