Head, Customer Success - Leading Scaled Customer Success Initiatives for Global Digital Signage Leader

Transforming Customer Experience in Digital Signage: Join Rise Vision as Head, Customer Success

Rise Vision, a pioneering digital signage company since 1992, is revolutionizing how organizations worldwide communicate and engage with their audiences. With a presence in over 100 countries, our easy-to-use software, professionally designed templates, and exceptional customer service have made us a trusted name in the industry. As we continue to grow and expand our reach, we are seeking a seasoned Head of Customer Success to spearhead our customer success initiatives and drive gross revenue retention.

About the Company

At Rise Vision, we are passionate about making digital signage accessible and effective for organizations of all sizes. Our platform is designed to be intuitive, allowing businesses to be up and running in minutes. With a strong focus on customer satisfaction, we have built a reputation for delivering outstanding service and support. As a leader in the digital signage industry, we are committed to innovation, customer success, and continuous improvement.

The Role: Head, Customer Success

Reporting to the Chief Revenue Officer, the Head of Customer Success will be instrumental in leading our customer success team to achieve our gross revenue retention goals. This is a fully remote position, offering the flexibility and autonomy to work from anywhere.

Key Responsibilities

• Own and optimize customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, focusing on health scoring, onboarding, adoption, renewals, cancellation deflection, and training.
• Collaborate with the sales team to identify expansion opportunities and provide customer insights to the marketing team to inform campaigns.
• Develop automation strategies to scale customer success operations and manage large books of business, ensuring all SMB accounts receive adequate support.
• Become a product expert on Rise Vision, understanding our value proposition and how to effectively position and sell our digital signage solutions.
• Engage with customers regularly to maintain a deep understanding of their needs, challenges, and the value they derive from our platform.
• Ensure all customer interactions are diligently logged in our CRM, maintaining a clear and up-to-date history of customer activity.
• Coach and develop the customer success team, reviewing call recordings and ensuring adherence to our standards and best practices.
• Foster a culture of trust, transparency, growth, and accountability within the customer success team, leading by example.
• Set clear quarterly targets for team members and provide visibility into key metrics, enabling data-driven decision-making.
• Travel 5-10% of the time to company meetings and customer sites to strengthen relationships and train Customer Success Representatives.
• Predictably forecast Gross Revenue Retention and continually validate and improve our tactics and processes through data analysis.

Essential Qualifications

• 5+ years of experience in customer-facing roles, with multiple years of people management experience.
• Proven track record of managing scaled customer success initiatives, with experience across a range of annual contract values.
• High standards for work, with a strong ability to prioritize tasks, meet deadlines, and commit to forecasts.
• Proficiency in spreadsheet analysis, with a strong understanding of SaaS metrics, including NRR and GRR.
• Expertise in HubSpot, with experience using it as a CRM, customer success system, and marketing automation tool.
• A customer-centric mindset, with a passion for understanding customer needs and delivering value.

Preferred Qualifications

• Experience working with channel partners and resellers.
• A background in digital signage or a related industry.

Skills and Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Data analysis and interpretation skills.
• Ability to work in a fast-paced, dynamic environment.

Career Growth and Learning Opportunities

As Head, Customer Success at Rise Vision, you will have the opportunity to develop your skills and expertise in a dynamic and growing company. You will be part of a talented team, working collaboratively to drive customer success and business growth. Our commitment to continuous learning and development means you will have access to training and resources to help you succeed in your role.

Work Environment and Company Culture

Rise Vision is a remote-first company, offering the flexibility to work from anywhere. We are committed to creating a culture of trust, transparency, and accountability, where employees can thrive and grow. Our values include a passion for customer success, a commitment to innovation, and a focus on teamwork and collaboration.

Compensation and Benefits

We offer a competitive compensation package, including:

• A base salary of $125K, with a variable component of up to $50K.
• Health and dental benefits.
• RRSP/401K matching up to 5%.
• Group profit sharing program.
• Health spending/wellness spending allowance of $500.
• $2000 for learning and development.
• 20 days of vacation (pro-rated based on start date).

Join Our Team

If you are a seasoned customer success leader with a passion for driving growth and delivering exceptional customer experiences, we want to hear from you. As Head, Customer Success at Rise Vision, you will play a critical role in shaping our customer success strategy and driving business outcomes. Apply now to join our team and take the first step towards a rewarding new role.

At Rise Vision, we are proud to be an equal opportunity employer, committed to diversity and inclusion. We welcome applications from candidates of all backgrounds and perspectives.

Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.