Ombud is seeking a Vice President of Customer Success to lead our customer success organization. This role is essential for ensuring the success of our clients but also meeting our net revenue retention goals. Reporting to the CEO, you will help Ombud maintain the highest level of service while scaling a 15+ Person Team of self-sufficient, customer-first, service-oriented professionals.

You will be responsible for driving the strategic direction of the Customer Success Organization as well as building and executing against the current operating plan. You will be responsible for measuring, assessing, innovating and growing the organization to support key metrics, including: evaluating team performance and morale, account health, and account management strategy to drive renewal.

What You'll Do:

• Become an expert in Ombud's software solutions and educate customers and the team on the use and benefits of our software product(s)
• Define and build a team of leaders who implement and carryout change management for Fortune 1000 Enterprises using the Ombud Platform
• Define and execute Ombud's Customer Success strategy
• Establish performance metrics and seek continuous improvement
• Build and maintain relationships with Product and Marketing to better our client support experience and documentation as well as incorporate new functionality best practices
• Own and maintain Zendesk solution for CS team (settings, views, triggers, automations, holiday calendar, etc.)
• Own all bulk communication with our customers
• Measure satisfaction using NPS surveys and Customer Satisfaction surveys; build and drive follow-up process in response to customer feedback
• Be a customer advocate, capturing user feedback and reporting requests to Product team Recruit, manage, develop and lead our highly collaborative and customer-focused team Drive customer loyalty and product adoption through a variety of mediums, including webinars, account-based strategies
• Analyze and report on account health
• Monitor, analyze, and grow NRR annually per account
• Track account health using engagement metrics
• Conduct quarterly account-level goal setting process with CSMs
• Define and execute account segmentation strategy (verticalized by industry, company size, etc.) to roll out relevant account support
• Maintain revenue base by leading account retention and renewal strategy
• Own strategic oversight of Ombud University to ensure our customers and internal teams are successful in the full utilization of our platform
• Maximize user training effectiveness by contributing to content, assessments and evaluations, as well as deploying innovative, blended learning delivery methodologies
• Tailor trainings to align with our customers' business needs

About You:

• 8+ years of experience in a customer-facing role
• 5+ years of experience leading a Customer Success organization in the software industry
• Direct experience managing a multi-million dollar recurring revenue organization with high growth
• Proven record of exceeding revenue targets
• Excellent written and verbal communication skills
• Inherent drive to support colleagues and clients alike, with strong interpersonal skills
• Ability to understand and articulate technical concepts and derive solutions
• Confident, organized, self-motivated, and collaborative
• Scale support team and operations based on the needs of the business
• Experience scaling a support organization
• Experience with Zendesk and Salesforce

More About You:

• You are passionate about people and customer service
• You dive headfirst into data to analyze ways to improve
• You love mapping out new processes and modifying outdated processes
• You are professional, and it shows
• You never settle for mediocracy, always willing to innovate
• You want to win, for yourself and for Ombud

The Intangibles:

• Intellectual curiosity

"Explore the world. Nearly everything is really interesting if you go into it deeply enough." – Richard Feynman

• Perseverance

"I have not failed. I've just found 10,000 ways that won't work." – Thomas Edison

• Comfortable with ambiguity

"The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability to function."

– F. Scott Fitzgerald

• Desire to build something that matters

"The only rewarding thing for me is to bring to light information that no one knows." – Dorothy Porter

What Ombud Offers You:

• A culture that fosters career development and values working together as a team
• Employee Stock Option Plan – Our employees are owners
• Flexible working options (remote/onsite/hybrid)
• Full Benefits, including: Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical
• Compensation: $160,000 - $180,000 Base Salary (If this does not fit in your range we would still be interested in speaking with you as we have a number of open opportunities as we continue to grow) + Bonus

About Ombud: Customers rely on Ombud to automate the content-centric activities in their sales processes. Our platform combines content collaboration, project management, and machine learning to streamline the creation of sales documents like RFP responses, security questionnaires, sales proposals, statements of work, and much more. Industry innovators such as UKG, Twilio, Zendesk, Ping Identity, Instructure, LogMeIn, Adobe Marketo, and Cloudera leverage Ombud as a force multiplier within their revenue teams to drive efficiency, boost collaboration, and grow their businesses.

Ombud is proud to be an equal opportunity employer. All employment decisions at Ombud are based on merit, competence, and business need. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, ancestry, national origin, genetic information, disability, marital status, military service, or any other status protected under federal, state or local law. We are committed to building a diverse team and fostering an inclusive and entrepreneurial work environment.