Background

Parallax is a Resource Planning and Forecasting tool for professional services organizations, built by experienced industry leaders. We prioritize our users' and customers' experience in every aspect of our business, from product development to growth.

We've achieved early success and are experiencing strong market demand, indicating product-market fit. As we grow, maintaining our customer-first approach remains a priority.

Vision for the Vice President of Customer Success Role

The VP of Customer Success is a proven leader with a track record of scaling SaaS Customer Success organizations. They will ensure valuable and confident interactions with our brand, employees, and product. This role will be responsible for the adoption, retention, and growth of our customers but will deliver on that through partnership with Sales, Marketing, and Product Development to influence the entire customer journey.

The ideal leader will foster a culture of passion for our users and product, champion collaboration, and build empathy and understanding for our customers. They will build a dedicated team to help customers find value in our product and enjoy the process.

Our product offers significant value to Professional Services businesses, impacting their critical business metrics. We seek a leader with the experience to maximize this opportunity.

Responsibilities
The right leader will help us identify the key responsibilities of their position while they evolve and develop the functions of our business that fall under the Customer Success influence.
 Inspire focus on Customer Success across Parallax

• Foster empathy, understanding, and passion for exceptional customer experiences
• Partner with Marketing to influence messaging, positioning, and content
• Collaborate with Product to implement user feedback and design outcome-oriented software
• Partner with Sales to hone in on the ideal customer profile, ensuring efficient interdepartmental communication and alignment
• Work with Finance on setting goals, measurement to plan, and forecasting
• Collaborate with the Executive Team on key metrics and objectives

Drive Customer Success Outcomes

• Increase customer platform adoption by inspiring change
• Increase renewal rates and reduce churn
• Drive growth both organic & with upsell opportunities 
• Support new business growth through advocacy and references

Define and Optimize Customer Lifecycle

• Define scalable customer segmentation and strategies
• Understand and evolve the customer journey by customer segment
• Identify continuous improvement opportunities
• Learn from industry best practices

Manage Customer Success Activities

• Responsible for three Customer Success Teams: Onboarding, Loyalty, and Support
• Drive quarterly business review and annual customer renewal processes

Required Experience/Skills

• 5 years leading Customer Success in B2B SaaS
• Executive-level experience in a B2B customer success role with a fast-paced SaaS organization. SaaS experience is a must.
• Hands-on experience using success tools (e.g. ChurnZero, Custify, HubSpot)
• Persuasive, negotiation, and consensus-building skills
• Strong interpersonal skills and communication skills with the ability to build strong relationships and customers and internal teams.
• Exceptional leadership skills and the ability to motivate and inspire the team
• Strong empathy for customers and passion for growth
• Understanding of value drivers in recurring revenue models
• Willingness to delegate tasks and prioritize department needs
• Analytical and process-oriented mindset
• Desire for continuous learning and improvement

Some important fine print: ❗🏠➡️ 🏢At Parallax, we believe in the immense value of in-person collaboration, especially at this exciting stage of our growth. Our office environment fosters spontaneous brainstorming, quick problem-solving, and a strong sense of camaraderie, all of which drive our success. While we expect our team to work primarily from the office, we also understand the importance of flexibility and work-life balance. Family comes first, and we accommodate working from home when necessary. For our leadership team work from home is an exception, not the norm. If you share our vision and are excited about working together in person, we’d love to hear from you.