VP, Customer Experience

  • Full Time
  • REMOTE

Website feedmediagroup Feed Media Group

Making it easy, fast, and legal, for businesses to use music.

VP, Customer Experience
FULL TIME, REMOTE
APPLY FOR THIS JOB

Feed Media Group makes it easy, fast and legal for businesses to use music to drive revenues by delivering the most engaging customer experiences. We deliver pre-cleared music—compiled by the industry’s best curators—complete with user analytics, payments to rightsholders, and legal indemnification for our customers. Feed.fm powers music for the world’s leading brands including American Eagle Outfitters, Mayo Clinic, Mirror, Nautilus and Tonal; and up-and-coming startups use Adaptr to create unique music-based experiences. Our music partners include Warner, BMG, Merlin and Kobalt. Read more about us here.

At Feed Media Group, we believe the best candidates are eager communicators, learn quickly, are compassionate, collaborate well with others, and have a strong desire to see their work in action. We are an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. If you are a member of a group that has been historically underrepresented in technology, we especially encourage you to apply.

 

The Role

We’re looking for a VP of Customer Experience to optimize the customer journey for our incredible roster of brands. You will lead and scale a world-class Customer Success organization, attracting, developing and retaining experienced leaders and high potential employees.

If you know how to develop effective ROI-focused customer success programs that ensure successful onboarding, adoption, retention, renewal and expansion for our customer base and you have business strategy, client management, and domain expertise, please apply!

Our team is curious, passionate about solving problems, accountable for their work, and open minded when looking for solutions.We are flexible with working hours and maintain a healthy balance between work and personal lives.

 

Responsibilities

Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores
Lead strategic initiatives to deliver profitable growth across teams
Help define strategy, goals and objectives for assigned accounts
Partner with Business Development on new opportunities
Build relationships with senior client stakeholders –  lead client discussions and act as thought leader to clients
Lead strategic account planning and execution for accounts
Craft compelling stories, translate data into insights that address key client business issues and are presented to the client in a straight-forward way
Monitor and deliver against specific account revenue targets
Plan and forecast future revenue across client accounts
Manage cross-functional engagement across the company to ensure customer delight is priority for every team
Own CSAT measurement and improvement
Manage Customer Advisory Board and create lasting relationships with key accounts
Identify ways to deeply understand our customers’ objectives and become a trusted advisor

 

Requirements

7-10 years of SaaS customer success experience
An instinct for managing clients
You have a proven track record of successfully managing complex relationships and you’ve helped cultivate lasting business improvement through these relationships
Thorough knowledge of modern marketing techniques, workflows, and best practices to drive continual organizational efficiency
BA/BS degree required; MBA valued, but real-life experience is always preferred

 

Benefits

Remote company
Competitive salary
Equity
Comprehensive health, dental, vision and disability insurance along with a 401k contribution plan

All qualified applicants will receive consideration for employment  without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

To apply for this job please visit jobs.lever.co.

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