The Customer Success organization is focused on ensuring clients receive the maximum value from our products and our experts in Product Education, Implementation, Advisory and Support to deliver business outcomes. Together, the teams are focused on retaining and growing our client base.

The Director of Customer Success, Strategy will be a key leader within our Customer Success team and will be responsible for driving critical strategic priorities that drive customer experience. This individual will help identify and execute retention improvement opportunities by developing a deep understanding of customer needs and behavior; develop hypotheses of solutions, and work across Customer Success, Implementation and Services, Support, Product Education and potentially across Product and Sales to execute successfully.

Every day you will help to refine existing cross-functional programs, including defining program charter and design to ensure alignment with the corporate strategy, maximizing the impact and performance of the programs. In conjunction with CS leaders, you will define and manage strategic program OKRs to ensure maximum group performance, alignment to corporate OKRs, and execution against our goals. You will work with leadership at all levels to determine cross-functional RACIs for program execution as well as operationalize our Outcomes Framework.

To thrive in this role, you should have experience with and enjoy building operational models, improving processes and tools, and storytelling through visual presentations and data in small and large companies. You should be focused and passionate about constantly improving customer experience and managing change hands-on. The cross-functional nature of the role requires the candidate to be able to emphasize, influence, and negotiate as required.

This role reports to the SVP of Customer Success Operations, and works alongside senior leadership in Product, Professional Services, Sales, and Customer Success.

Here's what you can expect as a Director of Customer Success, Strategy:

• Establish outstanding key internal stakeholder relationships across Product, Marketing, Sales, and Finance
• Execute and manage key initiatives within CS and across the firm that improve the Customer experience or the operating effectiveness of the CS team.
• Track and measure program initiatives that enhance the performance of people, data, or technology and client value and drive continuous improvement.
• Adopt appropriate business language to translate complex issues into meaningful business outcomes.

What VTS Values & How We Show It

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees!
• Be Customer Obsessed - We're employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - monthly happy hours, wellness events, clubs, and team lunches!
• Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees!
• Move as One - We work in an open floor plan to promote cross-functional collaboration.
• Take Ownership - Be an owner of the company you're building with our equity packages.
• Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!

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