About The Role

Olly Olly, a thriving $24M marketing company transitioning into Software as a Service (SaaS), is seeking a dynamic leader to join us as VP of Client Success. Our journey to profitability has been marked by sustainable growth strategies, leveraging expertise in local SEO marketing. Now, we're developing a comprehensive toolkit for small business owners, prioritizing coaching and education. As VP of Client Success, you'll play a critical role in shaping and executing our customer service strategy, driving satisfaction, retention, and brand reputation.
We are committed to providing a phone-first approach to customer service, as we believe it is the most impactful way to foster lasting relationships with our clients. Your contributions will be instrumental in driving customer satisfaction and retention, while also elevating our brand's reputation as a trusted partner to our clients.You will work to decrease time to first value, reduce implementation time and costs, increase customer lifetime value, product usage and adoption, and scale Customer Success.
You will turn new and existing customers into loyal champions. Never satisfied with the status quo, this person will strive to identify areas of opportunity within the Client Success teams and strategize solutions to move our customer service forward.

You're excited about this opportunity because you will…

• Set the overall vision and strategic direction for the Client Success departments ensuring the department goals are met
• Possesses expertise in training teams on crucial phone skills like tonality, scripting, phone etiquette, and other related areas
• Using client feedback and industry trends, develop strategies for customer growth and retention
• Drive Client Success outcomes including reducing client churn, reducing downsell, driving product adoption and increasing customer lifetime value
• Develop and implement policies that address client concerns and inform executives about crucial client dissatisfaction cases
• Perform regular audits of data to ensure accuracy and analyze data and metrics to identify and execute strategic initiatives
• Oversee the professional development of the Client Success team by mentoring, directing and developing staff to meet client and company objectives
• Data driven leader with a skillset to build, motivate, mentor, and retain teams;
• Recruit new talent, assist in onboarding, and present ongoing training courses to the Client Success team based on areas of opportunity you’ve identified
• Establish cross-functional relationships with other department leaders and streamline the communication between departments, to identify areas for improvement and their repercussions on client experience
• Report to leadership on a monthly basis on metrics, attrition, trainings, current trends in the market, and the professional development across the team.

We're excited about you because you bring…

• A Bachelors degree (additional relevant working experience may be considered in lieu of education)
• 10 years of experience in Customer Success
• 7 years in Director or VP roles with previous experience managing a team of 30 people
• Track record of developing growth strategies and tracking progress
• Demonstrable experience in providing leadership in changing, ambiguous and challenging situations
• Familiarity with SAAS Customer Success models
• Experience managing remote teams
• Demonstrated experience creating and delivering trainings
• Working knowledge of Hubspot, software/systems and G-Suite

These competencies will make you fit right in..

• Leadership | Leads with empathy and humility, and inspires others by planning & leading by example.
• Relationship Building | Ability to build and nurture long term collaborative partnerships with stakeholders at all levels of the organization
• Goal-Oriented | Self-starter with a strong work ethic and resourceful spirit. An entrepreneurial mindset, competitive spirit, ownership and pride in what you do.
• Critical Thinking | Inquisitive and ability to think strategically and problem-solve. Values quality and organization.
• Problem Solving | Ability to identify possible solutions to solve a problem or situation and then following up with solutions.

Olly’all Are Welcome

At Olly Olly, we embrace and celebrate our differences. We believe that diverse backgrounds, cultures, abilities, experiences, thoughts and perspectives lead to more creative problem-solving, better outcomes and ultimately a stronger organization. Olly Olly is proud to be an equitable opportunity employer, therefore employment is based solely on an individual’s merit and qualifications directly related to their professional competence. We do not discriminate against any applicant or employee because of race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, mental or physical disability, age, genetic information, military or veteran status, marital status, pregnancy or related conditions, or any other basis protected by law or local ordinance.