Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.
We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.
Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.
When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
We show our commitment to helping our customers make an impact in the world through our products, support, services, and by sharing their stories. To lead this effort, we are looking for a creative leader to join Insider as our Vice President of Customer Success.
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Responsibilities:- Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Large Enterprise, Mid-market, SMB, and Free/Open
- Build a global professional services organization to support customers from onboarding and renewal through to long-term multi-stage digital transformation projects.
- Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud migration and digital transformation projects.
- Influence future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall scores. This includes the definition and optimization of the customer lifecycle.
- Accountable that Insider has and drives a proper Customer Success Management platform in order to serve all Customers, outlined above as well as including our ‘High Touch’ customer base.
Qualifications:- True love for customers
- 10+ years of experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
- Experience building and managing mid to large scale Customer Success and or Professional Services teams in a fast-paced, dynamic environment
- Ability to move quickly and iterate
- A strong strategic vision for the customer experience, professional services, and customer support
- A strong customer advocate with the ability and willingness to engage directly with customers
- Ability to communicate well with individuals, teams, partners and at industry level events
- The skills to be a data-driven decision-maker, with a willingness to experiment and iterate
- Strong empathy for customers AND passion for revenue and growth
- An enthusiastic and creative leader with the ability to inspire others
- Effective and productive collaborator to drive cross-functional initiatives
- Empathy, humility and listening skills
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WHAT IS IT LIKE TO WORK AT INSIDER?
Challenging. Rewarding. Exciting. Fast-paced. Intense.
We work together as a family to build this company. Everyone is expected to act as an owner and to grow fast. We are a small and fast-growing team from across the world and keep flat hierarchies for maximum impact. We are energized by broadening our scope of responsibility & horizon, are curious, and love stepping outside of your comfort zone because we know that this is how we will learn the fastest. We know that hard work beats talent - an Insider combines both. We help each other, teach each other, and learn from each other. We believe that world-class performance is a byproduct of an empowered, well-trained, and happy team. We think positively and have a solution-oriented mindset - a problem is an opportunity to be explored. Reach out if you find yourself in this culture regardless of whether there is a relevant job posting right now - if there is a fit we want to get to know you. Be part of the journey!
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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