Vice President of Customer Success, Visier
CA$190-240k
People analytics & workforce planning software
Be an early applicant
People analytics & workforce planning software
501-1000 employees
Be an early applicant
CA$190-240k
501-1000 employees
Company mission
To reveal the human truth that helps businesses and employees win together through its cloud-based platform for HR and people analytics.
Role
Who you are
- Experience: 10+ years in Customer Success or Account Management, with at least 4 years in a senior leadership role within a high-growth SaaS environment
- Global Mindset: Proven track record of managing distributed teams across multiple time zones and cultures
- Data-Driven: Deep understanding of SaaS metrics ($LTV$, $CAC$, $NRR$) and the ability to translate data into actionable playbooks
- Executive Presence: Ability to build relationships with C-suite stakeholders at Tier-1 enterprise accounts
- High-Touch Portfolio Mastery: Extensive experience overseeing portfolios with individual account values ranging from $100K to $3M+ ARR, particularly those requiring high levels of customer education and consultative partnership
- Global Leadership Pedigree: A proven history of managing high-performing, culturally diverse teams across multiple time zones (NA, APAC, EMEA)
- Change Management Expertise: Demonstrated success in transitioning legacy CS teams from reactive modes to proactive, data-driven outcomes
- Commercial Resilience: Professional stamina to be measured primarily on GDR; you understand that this metric only goes down and requires a proactive, "protect-at-all-costs" mindset
- Executive Presence: Exceptional ability to serve as an executive sponsor for Tier-1 accounts, managing high-stakes escalations and maintaining C-suite relationships
- Technical Proficiency: Advanced experience with Gainsight, PlanHat, or Totango, with a specific focus on turning daily activities into predictive analytics
- Innovation Mindset: A "forever learner" who actively explores how AI can augment CRM workflows and improve the overall customer experience
- Industry Experience: While HR domain experience is helpful, we prioritize candidates with a background in complex, high-stakes SaaS environments
What the job involves
- We are seeking a high-caliber VP of Customer Success to lead our global CS organization through a period of strategic transformation
- Reporting to the COO, you will be responsible for moving the team from reactive "firefighting" to a proactive, outcome-oriented machine
- This role requires a unique blend of "High-Touch" mastery and technical scalability, focusing intensely on Gross Dollar Retention (GDR) and the architectural integrity of our customer journeys
- You will serve as a champion for the CS function, ensuring operational boundaries are maintained while scaling our impact through AI and data-driven insights
- Strategic Leadership & Outcome Architecture: Transform the CS organization by implementing robust Customer Success Plans (CSPs) that are customer-validated and tied directly to measurable business impact
- Segmented Value Delivery: Identify and define value-driven segmentation of our customer base, creating raving fans for our customers by providing the right depth of value-focused support to them in achieving their people analytics goals
- GDR Ownership & Commercial Strategy: Drive a relentless focus on Gross Dollar Retention. You will coach leaders and CSMs to build a pipeline of paid service growth (CSQLs), transitioning the mindset from "free support" to value-based professional services
- Risk & Data Governance: Build and refine risk frameworks within Gainsight (or similar) that prioritize action over description. Leverage health scores to provide "no surprises" renewal forecasts to the executive team 6–9 months in advance to maintain best-in-class customer renewal KPIs
- Global Team Development: Oversee a diverse team across NA, APAC, and EMEA. You will be responsible for mentoring front-line leaders and implementing a structured career pathing matrix for CSMs
- Operational Scaling: Lead the integration of AI-assisted models and tech-touch workflows to increase team efficiency without compromising the "High-Touch" experience for our enterprise portfolios
- Cross-Functional Advocacy: Act as a firm but collaborative voice for the CS department, building a strong partnership with Sales, Product, and Marketing to ensure the team remains focused on retention and customer health
Our take
Gaining insights into workforces through people data is invaluable to businesses, allowing them to understand how to retain their hardest-working staff members, benchmark worker performance against competitors, and enable the growth of leaders within the organisation. While HR departments have access to some productivity tools that utilize people analytics, their fragmented and antiquated nature demands a more unified and future-proof solution.
Visier provides an all-in-one cloud-based people analytics platform for businesses, aiming to drive staff retention programs, maximize recruitment outcomes, arm leaders with workforce insights, and ultimately connect business outcomes to the people involved. The platform achieves this through a variety of integrative tools such as performance benchmarking, smart workforce questionnaires, data management automation, and people-powered insights.
Despite the fact that the company faces competition from other people-data solutions, Visier continues to stand out by this unified approach. The company has existing partnerships with EA, Uber, and NCI too, demonstrating success in improving leadership through people analytics, reducing labour costs, and increasing staff retention. In contrast to much of the broader tech sector, the company has grown consistently and accelerated its geographic expansion, a testament to its product's value to businesses.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$125m
SERIES E
Apr 2020
$45m
SERIES D
Total funding: $261.5m
Company HQ
Downtown Vancouver, Vancouver, BC
Leadership
Ryan Wong
(Co-Founder, CEO & President)Chief Architect & Director of Engineering for Crystal Decisions. Was also Vice President of Engineering for SAP from 2003 to 2008.
John Schwarz
(Co-Founder & Chairman of the Board)GM of Industry Solutions for IBM from 1974 to 2000. Was also President and COO of Symantec, and Business Objects CEO and Executive Board Member of SAP.
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