Job Description

TL;DR Kharon is seeking a full-time U.S.-based Vice President of Customer Success in Denver or Washington D.C. This is a hybrid role and requires in-office attendance 3 times per week.

RESPONSIBILITIES:

• Lead Kharon’s customer success team to drive execution and performance, focusing on renewal and retention strategies to drive revenue expansion.
• Develop and manage scalable processes across the entire customer lifecycle, including training, onboarding, service, support, advocacy, upsell/cross-sell, and renewals.
• Take ultimate ownership of CSM and AM outcomes, including metrics such as adoption, health score, retention revenue, renewal rate, expansion revenue, churn rate, and advocacy.
• Partner with Revenue Operations to define customer lifecycles, monitor touchpoints, and ensure the CS team operates efficiently within these processes.
• Maintain a track record of exceeding client renewal and upsell revenue goals, improving retention rates, and contributing to increased product adoption and other relevant CS metrics and health scores.
• Recruit, train, and onboard new CS team members, fostering integration, collaboration, and learning within the group.
• Collaborate cross-departmentally to meet revenue retention goals effectively across the organization.

QUALIFICATIONS:

• Minimum 5 years of experience leading successful CS teams and achieving revenue goals within the SaaS industry.
• Proven understanding of software businesses, encompassing subscription and renewal models.
• Familiarity with vendor onboarding, purchase order processes, and resolving billing issues in collaboration with Accounting and Finance.
• MBA or related graduate/post-graduate degree preferred; additional customer success courses and certifications are beneficial.
• Advanced business acumen, capable of developing and implementing growth strategies, guidelines, and objectives, supported by data-driven reporting.

SKILLS:

• Proficient in persuasion, argumentation, and diplomacy to foster consensus among the customer success department and various stakeholders.
• Strong ability to prioritize in an agile environment, driving results individually and through team collaboration.
• Exceptional leadership, communication, influencing, and interpersonal skills, including conflict management and negotiation abilities for C-level engagements.
• Possess strong analytical skills, goal-oriented mindset, and expert-level proficiency in people and project management.

Kharon is a highly disruptive and incredibly innovative organization that navigates risk at the intersection of global security threats + international commerce.

What does that mean? Great question.

Operating at the nexus of global security, Kharon is on a mission to revolutionize the current landscape. We take really complex data as it relates to global security and empower our clients to not only understand the risk associated with their potential business relationships but to operationalize that data so that they can make the best and most informed decisions possible. From financial crimes and sanctions to export controls and threat identifications, our tools optimize protection against the types of risks that could otherwise be incredibly dangerous and excessively costly to any business. Serving many of today’s leading global financial and multinational institutions, Kharon products are the most powerful in the space with a precision and depth that is absolutely unparalleled.

When you look at any major global crisis event, we’re providing intelligence that’s at the heart of those circumstances. We connect the dots in a way that’s meaningful. Now, we’re experiencing unprecedented growth. As the world continues to evolve in complexity, so too does the demand for our products. Given the significance of our work and the increasing global reliance on our insights, we are looking for a Vice President of Customer Success to join us as we work to shape the way businesses perceive and navigate global risks.

Kharon's customer success team integrates relationship management and educational expertise to deliver top-tier services to some of the world's largest and most complex institutions. With a focus on renewal and retention strategies, the VP of Customer Success will lead efforts to expand revenue by fostering strong client relationships and implementing scalable processes across the entire customer lifecycle.

Reporting to the Chief Revenue Officer, the VP of Customer Success will play a pivotal role in driving the continued execution and performance of our customer success team. Developing innovative strategies for renewal and retention to drive revenue expansion, you'll implement and manage everything from training and onboarding to upselling and offboarding, ensuring a seamless experience at every interaction. Working closely with RevOps you'll define and refine customer lifecycles, ensuring optimal efficiency and effectiveness.

To the right person, this will be the perfect kind of challenge. Our mission is compelling, our product is powerful and we’re growing at a rate that makes us unstoppable. If you’re looking to be surrounded by people who will inspire you to think and challenge you to grow then look no further. Our team is made up of some of the most visionary and uncompromising individuals you will ever encounter. We don’t take ourselves seriously but we’re serious about the work we do and there is absolutely no slowing us down.

To keep that momentum going, we do our very best to make sure that each and every team member is completely taken care of. We’re nothing without our people and we strive to offer a package that reflects that. As a Kharon team member, you can expect:

• Fully sponsored medical, dental, and vision
• FSA program for both medical and dependent care
• 401k + Roth with matching and immediate vesting
• Paid time off + 11 paid holidays

Kharon is an equal opportunity. Kharon is committed to cultivating and maintaining a workplace that is free from harassment and discrimination. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, sexual orientation or identity, neurodiversity, appearances, age, protected veteran status, or status as a qualified individual with disability.

The base salary range at Kharon is set between $210,000 and $235,000. Please note that this figure does not necessarily include potential bonuses, commissions, benefits, or equity that may be part of the overall compensation package.

Job Tags

Similar Jobs