Vice President, Customer Success

About Placer.ai

One of the fastest growing tech companies in North America, Placer.ai (“Placer”) reached $100 million ARR “Centaur” status in 2024, within 6 years of launching the Placer platform. We previously crossed the $1B valuation “Unicorn” threshold in 2022.

Our A.I.-based SaaS platform transforms how leaders make critical decisions by unlocking unparalleled visibility into markets and locations, creating a blue ocean market of more than $100B. And the best part is, we accomplished this by leading a privacy-first business in which data has been stripped of user identifiers and only aggregated information is provided within the platform.

Our platform provides instant visibility into almost any location in the U.S. We have grown exponentially over the past 6 years, counting more than 4,000+ paying customers including many Fortune 500 companies, such as, JP Morgan Chase, Wayfair, Google and many more.

Named one of Forbes America’s Best Startup Employers and a Deloitte Technology Fast company, we are proud of our collaborative, innovative and inclusive culture.

Summary

The Vice President of Customer Success is responsible for creating scalable programs that increase gross and net dollar retention by building a team whose primary focus is articulating and deepening value for customers. The Customer Success team has a revenue focus, which it achieves by increasing customer satisfaction, adoption, renewal rates, and price increases; and by growing upsells and identifying cross-sell opportunities. Additionally, the VP of Customer Success will be responsible for enriching the customer journey based on signals gathered through At Risk and Customer Health programs.

Responsibilities

• Drive customer success outcomes to increase retention rates and customer satisfaction, reduce churn, and expand revenue in accounts
• Break down the critical renewal and upsell steps and create a repeatable process with clear stages and exit criteria; you will work cross functionally with the GTM team to leverage renewal events for upsell/cross-sell opportunities.
• Support Placer.ai’s growth by understanding value drivers for Enterprise and Mid-Market organizations; with this information you will refine the customer success playbook to address the specific needs of Placer.ai’s customer base.
• Partner with cross-functional teams to define and track voice of customer metrics, including renewal/churn indicators, expansion and adoption trends, and lead the cross-functional communication of performance against these metrics.
• Partner with Product teams to reduce friction in the GTM motion, productizing areas and ability to communicate to customer requests.
• Act as a sponsor in customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way.
• Create and manage an effective Onboarding program to guide customers through the transition from implementation to Support and ongoing growth.
• Recruit, lead, and grow a team of high-performance Customer Success Managers to own customer adoption and satisfaction, customer renewals, price increases, and upsells to drive revenue growth.
• Empower your leaders to effectively communicate to their teams your vision for serving customers to build team consensus and organizational consistency.
• Educate leaders on how to drive performance-based metrics for retention and expansion across the business.
• Influence organizational focus based on the voice of the customer.
  
  

Requirements

• 10+ years experience. Experience leading customer success for a highly technical product is required.
• Technical or product background required.
• Proven track record engaging with the enterprise. Experience with a bottoms-up sales motion is a nice-to-have.
• Brings a product growth mindset to the adoption of a highly technical product.
• Proven ability to develop and manage technical success teams.
• Partners seamlessly with multiple internal stakeholders.
• A dynamic and disciplined thinker with high intellectual horsepower and a passion for making a mark in fast-paced, growing environments.
• Extreme passion for customers.
• Ability to respond to high impact customers and product escalations in a way that drives customer loyalty.
• Entrepreneurial with an unrelenting drive to succeed and win.
• Tenacity and optimism. We need a leader who will not give up when facing unexpected challenges.
• Ability to thrive in a fast-paced, dynamic environment, leading by example with high energy and tireless enthusiasm.
• Highly sophisticated, mature, pragmatic, team-oriented, hard-working, and collaborative.
  
  

Advantages

• Proven ability to leverage business intelligence and analytics tools to perform analyses and measure the impacts of your initiatives on key metrics such as activation, adoption and retention.
  
  

WHY JOIN PLACER.AI?

• Join a rocketship! We are pioneers of a new market that we are creating
• Take a central and critical role at Placer.ai
• Work with, and learn from, top-notch talent
• Competitive salary
• Excellent benefits
• Fully remote
  
  

The U.S. annualized pay range for this position is $170,000-$190,000 USD. In addition, certain roles have the opportunity to earn sales-based commissions. Base pay offered within the stated range may vary depending on multiple individualized factors, including job-related skills, professional experience, education and licenses (if applicable), work location and compensation market data.

Base pay is just a part of our total rewards program. Placer provides medical, dental and vision coverage as well as flexible time off, 401K and equity awards for certain roles.

Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Noteworthy Links To Learn More About Placer

• Placer.ai in a nutshell
• Placer.ai's recent $100M round C funding (unicorn valuation!)
• Placer.ai's data
• Placer.ai in the news
• COVID-19 Economic Recovery Dashboard
  
  

Placer.ai is an equal opportunity employer and has a global remote workforce. Placer.ai’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Placer.ai applicant who requires reasonable accommodations during the application process should contact Placer.ai’s Human Resources Department to make the need for an accommodation known.