Note: The job is a remote job and is open to candidates in USA. PT. Total Safety Energy is seeking a Vice President of Customer Success to lead their customer success strategy and operations. This role is responsible for overseeing customer onboarding and engagement, ensuring customers derive value from the company's offerings, and collaborating with various departments to meet customer needs.
Responsibilities
- Leading the customer success strategy and operations across the organization
- Oversees customer onboarding, adoption, and ongoing engagement
- Ensure customers achieve measurable value from the company’s products and services
- Guiding and mentoring customer success and account management teams
- Setting performance metrics
- Analyzing customer health data
- Developing programs to improve satisfaction and retention
- Collaborates closely with sales, product, and operations to align customer needs with business goals
- Resolve complex escalations
- Inform product enhancements
- Forecasting customer growth
- Contributing to revenue planning
- Presenting key customer success insights to senior leadership
Skills
- Demonstrated ability to drive high levels of Customer Satisfaction and enhance overall Customer Experience
- Proven track record in Customer Retention and strategic Account Management
- Experience partnering with Sales teams to support renewals, upsell opportunities, and long-term account growth
- Extensive leadership experience managing and developing customer-facing teams in a B2B environment
- Strong analytical skills, including experience with customer success metrics, dashboards, and data-driven decision-making
- Excellent communication, negotiation, and stakeholder management skills, with the ability to influence at executive levels
- Bachelor's degree in Business, Management, Engineering, or a related field
- Ability to work effectively in a remote setting, prioritize multiple initiatives, and drive outcomes across distributed teams
- Background in energy, industrial safety, or related sectors is highly beneficial
- Advanced degree is a plus
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