Company: Folloze

Location: US - Remote

Website: www.folloze.com

Position: Vice President, Customer Success

Reports to: CRO

About Folloze

Folloze, the world’s first and only no-code B2B Buyer Experience Platform, is used by B2B marketing, sales, and revenue teams. Folloze empowers any marketer to easily build data-driven, highly engaging, personalized digital destinations across the entire B2B buyer journey to drive deeper account engagement and revenue growth. Top B2B brands, including ServiceNow, Google Cloud, Cisco, Autodesk, and Gigamon, trust Folloze to boost customer engagement, revenue growth, and expansion across their target accounts.

About the Role & Your Contribution:

We are seeking an experienced and strategic VP of Customer Success to lead our customer-facing teams and ensure long-term success for our enterprise clients. As a key member of the leadership team, you will own the customer journey, driving both retention and growth in our $10M-$25M ARR SaaS business within the marketing technology space. Your focus will be on developing and implementing processes that scale, building a world-class customer success organization, and serving as the voice of the customer internally. Preferred location is the San Francisco Bay Area; however, remote candidates with relevant Marketing technology experience will also be considered.

Key Responsibilities:

• Renewal and Expansion Strategy: Drive customer renewals and expansion efforts in collaboration with the sales team, ensuring alignment on commercial goals and consistently achieving targets.
• Customer Success Leadership: Develop, enforce, and optimize scalable customer success processes and playbooks to deliver best-in-class customer outcomes. Ensure the team is well-equipped to manage complex enterprise relationships.
• Customer Support: Oversee customer support operations, ensuring timely issue resolution and high customer satisfaction across touchpoints.
• Professional Services: Lead professional services efforts to help customers implement and maximize the value of our solutions, ensuring smooth onboarding and ongoing customer enablement.
• Customer Onboarding & Enablement: Drive efficient onboarding processes and provide continuous enablement, ensuring customers get to first value quickly. Work with the customers’ technical teams to offer optimal configuration of their integrated MarTech stack.
• Customer Education: Develop our Folloze Academy further and implement comprehensive education programs to empower customers, ensuring they are proficient in using the platform and in the methodologies that will improve their marketing programs
• Voice of Customer & Advocacy: Serve as the champion of the customer internally, collecting and synthesizing feedback, and driving advocacy initiatives that showcase customer success stories.

Required Experience:

• Very strong preference for experience in the marketing technology space.
• Proven leadership experience in customer success, preferably in SaaS companies in the $10M-$25M ARR range.
• Experience as a front line leader, being comfortable holding the team members accountable to their weekly and monthly objectives.
• Strong expertise working with enterprise-level customers and navigating complex organizations.
• Deep knowledge of process development, with the ability to bring a mature, scalable playbook to drive operational excellence.
• Experience with renewal and expansion ownership, working in partnership with sales and revenue teams.
• Demonstrated success in leading teams through change and driving cross-functional collaboration.

Skills and Qualifications:

• Strong business acumen and commercial mindset, with a track record of driving revenue through customer success initiatives.
• Exceptional leadership and team management skills, with the ability to inspire and motivate teams across multiple functions.
• Excellent communication and interpersonal skills, capable of engaging customer stakeholders at all levels, particularly with executive leaders.
• Strategic thinker with the ability to execute tactically, balancing short-term goals with long-term customer relationships.