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VP Customer Success

Company: Gappify
Location: Oakland
Posted on: January 15, 2022

Job Description:

About Us:
Hi, we're Gappify . We innovate and create technologies to help large accounting teams maximize their talents. Our customers include top household tech brands, and our supporters include well-known industry leaders and top financial institutions/venture firms such as Morgan Stanley, Stage 2 Capital and Rally Ventures. We're headquartered in Oakland, California, with offices in New York City, and Manila, Philippines.

At Gappify, we are guided by H.A.R.T and Balance: Honesty, Accountability, Respect, Teamwork and Balance. We believe in creating great products for our customers, and great experiences for our team members. We lead with balance in mind, and we want you to feel elevated and empowered, supported and celebrated. We believe the products we create are only as successful as the people that build them. That starts with H.A.R.T. and YOU!

About the Role:
Gappify is seeking a VP of Customer Success to join its growing team. The ideal candidate will have extensive leadership, team-ramping and process-building experiences in the B2B SaaS industry. The position will report to the CEO and is responsible for providing executive leadership and strategy across its Professional Services (PS) and Customer Success functions.

What you'll do:
Develop, design, and execute all necessary strategies to ensure the success of Gappify customers throughout their journey with our company (from implementation, subsequent support activities, and all the way to expansion inquiries)
Provide executive coaching and leadership to 2 direct reports: Director of Professional Services (remote-based; Northern California) and Director of Customer Success (remote-based; Southern California)
Advise and provide support with customer escalations, resource planning, and process/system improvement initiatives to accommodate accelerating customer growth
Partner with the Director of Professional Services to ensure implementation projects are consistently completed in a timely manner and with high levels of customer satisfaction
Partner with the Director of Customer Success to design and roll out customer success programs and initiatives
Collaborate with executive leadership to ensure that existing operations scale efficiently with the fast growth of Gappify's business

Who you are:
15+ years of experience in a professional service and/or customer support role
Willingness to get their hands dirty, but proven strategic/analytical/critical thinker with strong corporate acumen
Must have experience building teams and developing leaders
An entrepreneur at heart, but with executive presence & polish
Excellent verbal and written communication skills; confidence when presenting to an executive audience
Always adhere to the highest standards of integrity and professionalism

Life at Gappify:
Gappify is an equal opportunity employer and strongly encourages people of all backgrounds to apply for positions for which they are qualified. We proudly welcome unique perspectives and do not tolerate any form of discrimination.

Gappify offers full-time employees unlimited Paid Time Off (subject to company policy) and ensures employee premiums are covered in full for medical care, dental and vision.*

*Coverage varies by plan selection

Keywords: Gappify, Oakland , VP Customer Success, Executive , Oakland, California

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