New York, NY

Mission for Customer Success VP

Wonders Technologies

To improve Wonders' logo retention rate by building a world-class customer success function to deliver ultimate customer success in adopting Wonders' technology tools and services. To lead the teams to develop repeatable processes to consistently deliver various key metrics at the top 20% level in the industry in 3 years.

Successful Outcomes

Building a world-class customer success department with various functions from the ground up and installing a type-A leader in each of the functions within 18 months

• Customer Success Team, Customer Service Support Team, Customer Tech Support Team, System Content Team, Service Quality Control Team, Onboarding Team

Improve logo retention from the current 86.39% to 90% within 12 months

• Develop a process to capture actionable customer feedback and analyze data to identify key churn factors and work within the organization to eliminate them

Top grade the customer success department within 12 months

• Hire an A player director of customer success within 6 months
• Hire an A player director of customer service support within 6 months

Implement systemic processes to measure applicable industry-standard customer success metrics and lead the team to set achievable objectives and deliver key metric results within 18 months

• Increase annual Net Dollar Retention from 92% to 100% by the end of year 1, and above 110% by the end of year 3
• Build a product feedback loop and identify growth opportunities
• Drive new business growth through greater advocacy and reference-ability

Develop repeatable customer success processes to swiftly identify customer success goals while delivering a world-class customer experience within 24 months

Enhance effectiveness and efficiency through technologies

• Successful implementation and utilization of Salesforce Service Cloud within 6 months
• Streamline all post-sales customer touches within Salesforce within 9 months
• Manage all customer success functions with measurable results within 18 months

Work closely with Sales to identify up sell opportunities on ancillary products.

Work with the Product Team to provide market feedback and translate them into products and features.

By the end of year 2, the VP can go on a month-long vacation with minimum impact on the customer success function

Competencies

Understand the importance of written communication. Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails and text messages.

Maintains a fighter spirit with high growth pressure and at times with growing pain and chaos.

Teamwork - Reaches out to peers and cooperates with different departments to establish an overall collaborative working relationship. Set the standard for the CS teamwork ethic, culture, and professionalism. Plus the ability to convince others to pursue a course of action.

Efficiency - able to produce significant output with minimal wasted effort

Integrity - Does not cut corners ethically. Earns trust and maintains confidence. Speaks plainly and truthfully.

Organization and planning - Plans, organizes, schedules, and budgets in an efficient, productive manner. Highly organized individual with proven frameworks and processes to scale a quickly growing company. Focuses on key priorities.

Aggressiveness - Moves quickly and takes a forceful stand using data without being overly abrasive.

Follow-through on commitments - Lives up to verbal and written agreements, regardless of personal cost.

Intelligence - Learn quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.

Analytical Skills - Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibit a curious and probing mind and achieves penetrating insights.

Attention to detail - Does not let important details slip through the cracks or derail a project.

Persistence - Demonstrates tenacity and willingness to go the distance to get something done.

Proactively - Acts without being told what to do. Brings new ideas to the company.

Key Prior Experiences

Must have 5 plus years of experience in leading customer-facing organizations of a technology company with a size of $100M or above in ARR

Prior experience in a B2B technology company working closely with SMBs with below $1M annual revenue

Experience using Salesforce Service Cloud with active usage of Salesforce for at least 2 years recently. Salesforce implementation is a plus.

Master in OKR methodology to guide teams in setting, achieving, and tracking measurable goals.

Requirements

Mandarin and English fluency is a must

A Bachelor's degree with a minimum 3.4 GPA

Open for both on-site and remote, or hybrid in one of our global offices

Benefits

• Medical, Dental and Vision Coverage
• Health savings account (HSA) & flexible spending account (FSA)
• Commuter Benefit
• 401 K with 4% matching
• Paid Time Off