Customer Success • Lead

Who you are

You have a proven track record in customer success leadership, with extensive experience in enhancing onboarding processes and digital customer experiences. Your strategic mindset allows you to develop and implement effective customer engagement strategies that drive satisfaction and retention. You thrive in cross-functional environments, collaborating with teams across Customer Success, Product, Sales, and Marketing to ensure alignment and achieve common goals. Your passion for customer success is evident in your ability to foster self-serve enablement capabilities that empower customers throughout their lifecycle.

You possess strong analytical skills, enabling you to monitor performance metrics and optimize processes for efficiency. Your leadership style is inclusive and empowering, as you guide your team to manage customer tickets effectively and engage customers through digital-first hubs and communities. You understand the importance of operational efficiency and are committed to contributing to the company's long-term growth strategy.

What you'll do

As the VP of Onboarding and Digital Experience, you will lead the development of strategies that enhance the customer experience from the moment they onboard. You will work closely with cross-functional teams to ensure that the onboarding process is seamless and that customers have access to self-service resources that facilitate their journey. Your role will involve optimizing the digital customer journey, ensuring that all touchpoints are aligned with the company's go-to-market motions.

You will oversee a team dedicated to effective customer ticket management, ensuring that customer inquiries are addressed promptly and efficiently. Performance monitoring will be a key aspect of your responsibilities, as you analyze data to drive engagement and improve customer satisfaction. You will also play a crucial role in building and enhancing community platforms that foster customer interaction and support.

What we offer

Cision offers a dynamic work environment where you can make a significant impact on customer success. You will have the opportunity to shape the onboarding experience and contribute to the overall customer journey. We value collaboration and innovation, providing you with the resources and support needed to excel in your role. Join us in our mission to enhance customer experiences and drive long-term growth.