Vice President, Customer Success at Brandlive
Portland, OR, US

Strut Your Star Power at Brandlive  

We build the cutting-edge software behind wow-worthy virtual events—helping the biggest, boldest brands shine on the world stage. Behind the curtain, our talented teams take the spotlight, with a standing ovation for every person’s special sparkle. Fast Company named Brandlive 2021’s #1 most innovative live events company because our people make magic every day—for our clients and for each other. We’re going big and growing fast; ready to rock a role with us?

The Role:

At Brandlive, we set the standard for world-class service in virtual events and we are looking for a leader to define, execute and improve that standard. Our VP of Customer Success will sit in the executive team and own the client experience from sales-handoff through renewal, expansion, and advocacy. You will lead a team at the nexus of software and events and must be dedicated to excellence in both. 

Responsibilities:

  • Ensure that above all else, our events are successful
  • Increase renewals and reduce churn
  • Increase revenue through event usage expansion and product adoption 
  • Own and improve customer onboarding, training, implementation, event health, and account management
  • Develop, implement, and improve measurement systems for event success
  • Develop, implement, and improve measurement systems for team performance and accountability
  • Build out the customer success team through recruitment of success leaders, CSMs and support professionals
  • Facilitate new hire onboarding, and continual learning
  • Work closely with cross-functional teams including sales, product, engineering, finance and marketing
  • Evaluate and implement tools that help our team enhance the customer lifecycle
  • Ensure a constant internal customer feedback loop
  • Represent and advocate for customer success within the executive team, while balancing company-wide priorities

Qualifications:

  • 10+ years of customer success experience
  • 5+ years of customer success leadership experience
  • Obsession with customer experience
  • Able and willing to roll up sleeves and jump into urgent situations
  • Growth and experiment minded thinker, with a preference for action and iteration
  • Passion for leadership and developing customer success professionals
  • Analytical, process-oriented, and metrics driven
  • Proven track record of success and exceeding expectations
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Verbal and written fluency in professional business communication required in English

Brandlive Inc. is an equal opportunity employer dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other characteristic or status protected by law. Brandlive will conduct a background check on final candidates following a formal offer of employment as a condition of employment. We will consider qualified applicants with arrest and conviction records consistent with applicable law.