Vice President, Customer Service - Call Center (Technical skills req)
Job Description
Job Description
VP of Customer Success (Hybrid – 3 Days Onsite / 2 Remote)
Position Overview
We are seeking a VP of Customer Success to lead, mentor, and scale our Customer Success organization while driving exceptional customer experiences through process excellence, technology enablement, and automation.
This is a technology-driven leadership role responsible for overseeing all major order channels, Customer Success operations, and performance metrics. The ideal candidate brings a strong balance of hands-on operational leadership, strategic vision, and deep technical understanding of CRM, ERP, integrations, and automation initiatives.
This role operates on a hybrid schedule (3 days onsite, 2 days remote) with up to 10% travel as needed.
Key Responsibilities
Customer Success Leadership & Strategy
- Lead, develop, and mentor Customer Success leadership, team leads, and representatives.
- Define and execute short- and long-term Customer Success strategies aligned with business goals.
- Own all Customer Success performance, including service quality, throughput, escalations, and customer satisfaction.
- Personally review and triage all major escalations, identifying root causes and continuous improvement opportunities.
Operations, Process & Performance
- Manage all major order channels and CS processes with clear ownership of KPIs, SLAs, and reporting.
- Conduct ongoing data, statistical, and performance analysis to drive operational improvements.
- Develop, manage, and forecast departmental budgets and resource allocations.
- Define, implement, and enforce CS policies, procedures, ISO standards, and QA initiatives.
Technology, Automation & Systems
- Lead and project-manage CS technology initiatives including:
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- CRM & ERP platforms
- System integrations (EDI, CXML, APIs)
- Workflow automations
- AI-driven tools, chatbots, and agentic solutions
- Direct system upgrades, migrations, and conversions impacting Customer Success.
- Ensure all technology implementations have clear end-state designs to avoid long-term inefficiencies.
- Partner cross-functionally with IT, Sales, Operations, and Finance to drive scalable solutions.
Cross-Functional & Commercial Support
- Collaborate with Sales to support CS-related service offerings and account growth initiatives.
- Assist with proposal development, Statements of Work (SOWs), and CS service expansions.
- Build strong internal relationships to influence and drive organizational change.
People & Resource Management
- Own hiring, onboarding, training strategy, and workforce planning for Customer Success.
- Coach direct reports on leadership, accountability, motivation, and performance management.
- Ensure attendance adherence, workload balance, and effective utilization of both human and virtual resources.
Required Skills & Competencies
- Proven executive-level leadership in Customer Success or Operations
- Strong customer-centric mindset with a focus on technology and automation
- Ability to manage complex, cross-departmental initiatives
- Advanced budgeting, forecasting, and financial acumen
- Strong project management and change management skills
- Ability to analyze complex operational challenges and implement scalable solutions
- Excellent communication, presentation, and stakeholder management skills
- Comfortable operating as both a strategic leader and hands-on contributor
Technology Experience (Required / Preferred)
- CRM & ERP systems (high proficiency)
- System integrations: EDI, CXML, APIs
- Workflow automation, AI tools, agentic studios, chatbots
- Analytics & reporting tools:
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- Power BI
- Jet Reports
- Platform dashboards
- MS Office Suite (advanced)
- General PC troubleshooting and systems research
Education & Experience
- Bachelor’s degree or equivalent experience required
- Master’s degree a plus
- 10+ years progressive experience in Customer Success or Operations
- 5+ years leading and managing Customer Success teams
- ISO and QA process experience strongly preferred
Supervisory Responsibility
- Customer Success Team Leads
- Customer Success Representatives