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What are the roles and responsibilities of a VP – Customer Success? Let us try to find out an answer to this question through this write-up.
Being the VP of customer success is a tough job. It is a huge step in any professional journey, and in the field of customer success, it can be considered to be the pinnacle of success. Customer success is a growing field and is still in its beginning. This is why top-level positions generally have more roles and responsibilities than others.
If you are being promoted to the VP of Customer Success, you need to know what roles and responsibilities you can expect.
The pandemic has made it important for companies to keep customers as much as possible. This is why positions such as VP of customer success have found increased relevance. Customer success professionals ensure that customers derive the value they need and help them achieve their goals. While customer success managers try their best to douse as many fires as possible, it is important to have a senior professional handle some issues.
This is where a Vice President of customer success comes in to help scale the customer success team and reduce the challenges the team faces. The VP of customer success can establish long-term growth and make the company profitable in the long run. By increasing the customer lifetime value, the VP of customer success ensures the company is growing rapidly.
The VP of customer success needs to be the chief customer voice and deliver results for customers. You must take care of onboarding, sales function handoff, training, product updates, setting expectations, and more. You need to ensure you are increasing customer lifetime value.
The responsibilities of the VP of customer success are as follows-
The VP of customer success needs to understand the answers to key questions like-
We can divide the role of the VP of customer success into the following broad categories-
The primary roles of the VP of customer success in this segment include-
Bringing out customer value is another primary role segment for the Vice President of customer success. Increasing customer value is important, and it is possible with-
The VP of customer success needs to map out the customer journey, find peak points of usage or satisfaction, and explore areas of improvement in the journey. The VP of customer success needs to define segmentation at the customer level and identify the scope for improvement.
It is also important to take feedback from customers to increase and improve the customer lifecycle. The VP of customer success helps attract high-potential contributors and creates improved processes for the team. It can also encourage continuous learning with filled training sessions and create quicker onboarding processes.
Broadly, the goals of the VP of customer success include-16
The role of the VP of customer success is to boost customer retention and reduce churn. The VP of customer success is an asset for any company that helps drive success. The Vice president of customer success must be chosen wisely as the person is critical for the company’s success. The Vice President of customer success needs to take the CS leadership into their hands and ensure overall success.
Stanley Deepak is an accomplished sales and marketing professional with 15+ years of experience. He loves tech products and book reading. He writes on philosophy and culture on LinkedIn.
Published June 23, 2022, Updated March 02, 2023
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