Ready for a new adventure building the next-generation retail experience?

As the Vice President of Customer Success, you will be a key member of our leadership team, responsible for developing and executing a comprehensive customer success strategy that ensures the satisfaction, retention, and growth of our valued customer base. This global role demands a seasoned leader who can inspire, mentor, and lead a team to deliver exceptional customer experiences, drive revenue growth, and foster customer advocacy.

What you will be doing

• Customer Success Strategy: Develop and execute a global customer success strategy that aligns with the company's vision and goals, ensuring the successful adoption of our products or services and the long-term satisfaction of our customers.

• Global Team Leadership: Build, mentor, and manage a high-performing Customer Success team, fostering a culture of excellence, collaboration, and customer-centricity.

• Customer Lifecycle Management: Oversee the entire customer journey, from onboarding and adoption to expansion and renewal, ensuring that customers achieve their desired outcomes and maximize the value of our offerings.

• Customer Health Monitoring: Implement tools and processes to proactively assess customer health, identify at-risk accounts, and develop strategies to mitigate churn and increase customer retention.

• Customer Advocacy: Cultivate strong relationships with key customers, serve as their advocate within the organization, and encourage customer advocacy, including references and case studies.

• Data-Driven Insights: Leverage data analytics to gain actionable insights into customer behavior, preferences, and trends, driving informed decision-making and continuous improvement of the customer experience.

• Cross-Functional Collaboration: Collaborate closely with Sales, Product, Marketing, and Support teams to ensure alignment and coordination in delivering value to customers and achieving revenue targets.

• Customer Feedback and Improvement: Collect and analyze customer feedback, working closely with product and engineering teams to drive product improvements and enhancements based on customer input.

• Renewal Management: Develop and implement strategies to optimize customer renewals and upsell opportunities, ensuring revenue growth and customer retention.

• Customer Success Metrics: Define and monitor key performance indicators (KPIs) and metrics to measure the success and effectiveness of the Customer Success team and initiatives. Support in monitoring contract renewals and churn risk to ensure company GRR & NRR targets are met.

Who you are

• Bachelor's degree in business, marketing, or a related field; MBA or equivalent is a plus

• 10+ years experience working in a Saas/retail/eCommerce company

• Bachelor's degree in business, marketing, or a related field; MBA or equivalent is a plus

• Proven track record of leadership in customer success, ideally in a B2B or SaaS environment

• Deep understanding of customer success principles, methodologies, and best practices

• Exceptional leadership, team management, and both verbal and written English communication skills

• Strong analytical mindset with the ability to make data-driven decisions

• Strategic thinker with a passion for delivering exceptional customer experiences.

• Demonstrated ability to develop and execute customer success strategies.

• Outstanding problem-solving and decision-making capabilities.

• Experience working in a Saas/retail/eCommerce company in a hyper-growth phase is preferred

• Travelling is an essential part of the role, sometimes with short notice.

This is Bambuser

Bambuser’s Video Commerce technology drives customer engagement and sales for some of the world’s largest brands and retailers. At the forefront of live streaming technology since 2007, Bambuser launched interactive eCommerce solutions in 2019 and quickly became the platform of choice for companies worldwide. Our team has established long-term partnerships and supported campaign activations for brands and retailers including Adidas, Hugo Boss, brands within the LVMH group, Clarins, Selfridges, Sonos, and many others.

Bambuser values diversity and is proud to be an equal opportunity employer, welcoming individuals from all backgrounds, regardless of where you come from or what you believe.