VP of Customer Success

Company: Insider
Location: Turkey
Posted on: February 25, 2021

Job Description:

Meet Insider , the first integrated Growth Management Platform (GMP). Insider Growth Management Platform (GMP) helps digital marketers drive growth across the funnel, from Acquisition to Activation, Retention, and Revenue. Leveraging real-time predictive segmentation powered by deep Artificial Intelligence and Machine Learning capabilities, Growth Management Platform empowers marketers to deliver personalized journeys across the web, mobile web, mobile apps, and ad channels. Built on a unified data layer, GMP is easy to implement and simple to use, avoiding the need for complex integrations and dependency on IT teams. Insider simplifies the life of digital marketers and helps them drive growth for their brands, with zero marketing waste. We show our commitment to helping our customers make an impact in the world in our products, support, services, and by sharing their stories. To lead this effort, we are looking for a creative leader to join Insider as our Vice President of Customer Success . Responsibilities:

• Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Large Enterprise, Mid-market, SMB, and Free/Open
• Build a global professional services organization to support customers from onboarding and renewal through to long-term multi-stage digital transformation projects.
• Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud-migration and digital transformation projects.
• Influence future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall scores. This includes definition and optimization of the customer lifecycle.
• Accountable that Insider has and drives a proper Customer Success Management platform in order to serve all Customers, outlined above as well as including our 'High Touch' customer base. Qualifications:
  • True love for customers
  • 10+ years of experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
  • Experience building and managing mid to large scale Customer Success and or Professional Services teams in a fast-paced, dynamic environment
  • Ability to move quickly and iterate
  • A strong strategic vision for the customer experience, professional services, and customer support
  • A strong customer advocate with the ability and willingness to engage directly with customers
  • Ability to communicate well with individuals, teams, partners and at industry level events
  • The skills to be a data-driven decision-maker, with a willingness to experiment and iterate
  • Strong empathy for customers AND passion for revenue and growth
  • An enthusiastic and creative leader with the ability to inspire others
  • Effective and productive collaborator to drive cross-functional initiatives
  • Empathy, humility and listening skill WHAT IS IT LIKE TO WORK AT INSIDER? We work together as a family to build this company. Everyone is expected to act as an owner and to grow fast. We are a small and fast growing team from across the world and keep flat hierarchies for maximum impact. We are energized by broadening our scope of responsibility & horizon, are curious, and love stepping outside of your comfort zone because we know that this is how we will learn the fastest. We know that hard work beats talent - an Insider combines both. We help each other, teach each other, and learn from each other. We believe that world-class performance is a byproduct of an empowered, well-trained, and happy team. We think positive and have a solution-oriented mindset - a problem is an opportunity to be explored. Reach out if you find yourself in this culture regardless of whether there is a relevant job posting right now - if there is a fit we want to get to know you. Be part of the journey! Insider is a Sequoia backed technology company with offices in London, Singapore, Tokyo, Hong Kong, Seoul, Sydney, Helsinki, Barcelona, Dubai, Moscow, Warsaw, Taipei, Jakarta, Istanbul, Kiev, Ho Chi Minh City, Bangkok and Kuala Lumpur. Insider was listed as one of Europe's 100 Hottest Startups by WIRED Magazine and won Red Herring Top 100 Europe in 2017. CrunchBase has recently ranked Insider's co-founder and CEO Hande Cilingir as one of the top three women CEOs outside of the US. Some of the most prestigious Fortune 500 companies and top brands in retail, automotive and travel across the globe use Insider to deliver AI-backed personalized experiences. Helping world's leading brands grow beyond the speed of customer expectations, Insider is trusted by over 600 businesses across various industries including UNIQLO, Singapore Airlines, Tokopedia, Virgin, New Balance, Nissan, Samsung, Puma, Newsweek, Media Markt, AVIS, Allianz, BBVA, Dominos, McDonald's, Avon and CNN. Insider is a value-driven company and we provide equal opportunity in a zero-discrimination workplace. Insider not just welcomes but also embraces diversity. Therefore, all qualified candidates will be considered without regards to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship or marital status. Lastly, Insider will provide all necessary arrangements for eligible individuals with disabilities.

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