The VP, Customer Onboarding & Digital Experience will be responsible for driving customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle. This leader will work cross-functionally with Customer Success, Product, Sales, and Marketing to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey. The focus will be on building and enhancing the capabilities of the onboarding process, self-service resources, and community platforms, while ensuring alignment with overall go-to-market (GTM) motions. The VP will lead and optimize a team that ensures effective customer ticket management, performance monitoring, and drive engagement through digital-first hubs and communities. The ideal candidate will have a passion for customer success and a track record of enhancing operational efficiency, all while contributing to the company's long-term growth strategy.
Responsibilities:
- Customer Support: Oversee the Sr. Director of Customer Support in managing L1-L3 incident management and customer ticket response in accordance with SLAs. Drive the ownership and optimization of support tools like Zendesk to ensure efficient and high-quality support operations.
- Customer Onboarding: Lead the Director of Onboarding to ensure smooth onboarding and enablement for new and existing customers. Improve processes, performance management, and systems that facilitate customer adoption at the beginning of the customer lifecycle.
- Digital Customer Success: Manage the Manager of Digital Customer Success, focusing on optimizing the engagement of a digital-first customer segment. Ensure effective management to 1:X00 CSM to customer ratios and enhance self-service capabilities within digital interfaces to streamline traditional CSM workflows.
- Customer Academy & Community: Supervise the Manager of Academy and Community to build and enhance self-serve resources, including the Customer Education Hub and User Community Hub. Support customer deflection from support teams by driving community engagement and reducing ticket count through education and peer-driven resources.
- Operational Improvement: Evaluate and improve onboarding and enablement processes to ensure scalability and fit-for-purpose capabilities aligned with the company’s growth stage and customer needs.
- Strategic Leadership: Collaborate with cross-functional teams such as Customer Success, Product, Sales, and Marketing to ensure the onboarding and enablement strategy aligns with overall GTM motions and drives growth across the customer lifecycle.
- Technology & Tools: Oversee the implementation and optimization of customer support technologies like Zendesk to improve operational efficiency, drive automation, and enhance the customer experience.
- Metrics & Performance: Create, track, and manage to key performance indicators (KPIs) related to customer onboarding, success, and support.
Preferred Experience:
- Proven leadership experience in Customer Success, Operations, or similar roles, with a focus on onboarding and enablement in SaaS or technology-driven environments.
- Strong track record of improving customer onboarding processes and driving self-service enablement across various customer segments.
- Experience working with cross-functional teams to drive alignment on customer-facing initiatives, especially in GTM strategy development and execution.
- Deep understanding of customer support systems, including the optimization and management of platforms like Zendesk.
- Demonstrated ability to lead and grow a team, with experience managing Sr. Directors, Directors, and Managers in a customer-facing environment.
- Excellent communication, analytical, and leadership skills, with the ability to balance both strategic and operational priorities.