VP, Client Success and Support

Role Overview

• Develop and execute the strategy and roadmap for Customer Success and Client Support aligned with company growth objectives.
• Define and measure success metrics including retention, expansion, and client satisfaction.
• Act as the voice of the customer within the organization.
• Oversee d1g1t’s client support operations, including 24/7 availability, responsiveness, and service excellence.
• Define and optimize support processes, escalation protocols, and service-level agreements.
• Introduce and manage tools and automation to enhance customer experience and operational efficiency.
• Use data and analytics to identify trends and continually improve client support.
• Provide leadership to drive client adoption, positive business outcomes and account growth.
• Implement playbooks, lifecycle management plans to ensure consistent client outcomes.
• Design scalable client support models to support profitable growth and to support different customer segments.
• Oversee strategy and execution for customer education and advocacy, with strong referenceable customers.
• Manage steady renewal rates and reduce down sell & churn.
• Identify up sell opportunities.
• Build, mentor, and scale high-performing teams across Customer Success, Support, and Account Management.
• Foster strong client focused culture.
• Support continuous learning and development within team.

Requirements

• Degree in business, technology, or related field preferred, with a passion working in a high growth tech environment.
• Minimum of ten years experience in client success and support leadership role.
• Demonstrated success in managing Client Support and Customer Success teams.
• Strong track record of driving customer retention, satisfaction and growth in a high growth SaaS environment.
• Strong operational and analytical background.
• Adept at interpreting and leveraging data insights.
• Ability to understand business objectives and align d1g1t accordingly
• Ability to communicate and partner effectively across internal teams and with external stakeholders
• Results focused with ability to drive both activity and outcome metrics
• Enthusiastic and client focused leader with strong communication skills.

Benefits

• Competitive compensation package with bonus and comprehensive healthcare benefits
• Employee and Family Assistance Program
• Fitness and Wellness Credit
• Continuing Education Allowance
• Hybrid work environment and flexible hours
• Mac or Windows: choose what suits you