The Vice President, Customer Success (VP CS) is a senior-level leader responsible for driving customer success & satisfaction across the company. The VP CS will lead the development & execution of strategies to ensure that the company's products & services meet the needs of its customers & exceed their expectations. The VP CS will work closely with the Chief Customer Officer (CCO), the CCO leadership team, & cross-functional leaders/teams to drive customer-centric initiatives & ensure that the company's customer-facing teams are aligned with the company's overall goals & objectives.

Key Responsibilities:

• Develop & implement strategies to improve customer satisfaction & retention
• Understand & optimize the customer journey to increase customer engagement & platform adoption
• Liaise with product to provide customer feedback & influence customer-centric product offerings
• Develop & implement metrics to measure & track customer satisfaction & loyalty
• Stay up-to-date with industry trends & best practices to ensure that the company's  services are competitive
• Monitor & analyze customer data to identify trends & opportunities for improvement
• Act as a senior leader point of contact for customers & represent the company in customer-facing activities where applicable
• Collaborate with cross-functional teams to ensure that customer feedback is incorporated into the company's products & services
• Work with the CCO, CCO leadership, & cross-functional leaders to ensure that customer considerations are integrated into the company's overall strategy & goals
• Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities, etc.
• Monitor team performance against department standards, & ensure that these standards are consistently met or exceeded
• Act as escalation point for issues & provide leadership & guidance to team
• Provide necessary work direction & manage projects effectively through planning, organization & project management

 Qualifications:

• Bachelor's degree in business, marketing, or a related field or equivalent experience
• 10+ years of experience in customer-facing roles, with at least 5 years in a senior-level position managing people managers.
• Strong leadership skills & the ability to lead cross-functional teams
• Excellent communication (written/verbal/presentation)  & interpersonal skills
• Strong analytical & problem-solving skills
• Proven track record of driving customer success & satisfaction
• Experience in using data & analytics to drive business decisions
• Strong understanding of customer journey, renewal & upsell strategies.
• A strong customer advocate with the ability & willingness to engage directly with customers.
• Able to build relationships, earn trust, & drive mutually beneficial outcomes
• Experience in building, scaling & retaining teams through excellent people management & developing relationships, including experience with staff resource modeling, conflict resolution, & guiding teams through change management while leading with empathy & poise
• Experience in B2B  Software as a Service industry is a plus
• Ability to travel 25% 

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Compensation: Conductor maintains competitive, performance-based compensation programs. 

The base salary range for this role is currently $170,000 - $225,000  

Actual base salary offered may vary within this range based on  education, knowledge, skills, abilities, relevant experience, internal equity, & geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of performance targets.

Benefits: Conductor offers the following attractive benefits & perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days,  short-term disability, long-term disability, generous paid parental leave, Employee assistance program, flexible savings accounts, paid holidays, life & accidental death insurance, & a host of perks (YOLO Months, fully stacked kitchens, etc.).

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Conductor is an equal opportunity employer. We celebrate diversity & are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives & challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, & stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, & business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, & related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations & ordinances where a particular employee works.

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