linkedin sales-marketing vp of customer success

VP of Customer Success


Given our SaaS business model, Customer Success Management is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving and recognizing massive value from our service. As such, we need a senior executive to own driving success for our customers. In this role, you will be responsible for leading and developing a talented post-sales Customer Success Management team, working with the most admired restaurant brands in the country. You will be a member of our Customer Success leadership team, reporting to the SVP of Customer Success.



You can work at Olo’s headquarters on the 82nd floor of One World Trade Center or remotely from anywhere in the U.S. In fact, more than half of our team is remote!



Responsibilities

  • Leading the entire Customer Success Management team. This team is on the front lines of customer satisfaction and acts as a concierge for our customers, pulling in internal Olo resources as needed and holding our team accountable for customer deliverables.
  • Attract high potential individual contributors into team, coaching team members, upleveling skill sets, and guiding the career paths of the CSM team. Create a rapid onboarding process for new team members.
  • Working cross-functionally with sales/marketing, product, and engineering to produce an amazing customer experience at every Olo touchpoint
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores (NPS, CSAT, etc)
  • De-risking and defusing customer escalations
  • Implementing the tech stack your team needs to be successful (Gainsight, Salesforce, Zendesk, etc).
  • Growing customer advocacy by helping our customers realize significant value from Olo, and then working with marketing to help tell those stories
  • Drive new business growth through greater advocacy and reference-ability
  • Define and optimize customer lifecycle, develop listening points in journey (e.g., usage, satisfaction, etc.). Standardize interventions for each point in journey (pre-deployment, product upsell, pre-renewal period, etc).
  • Inspire Customer Success across the company, collaborating with each Olo Team with a goal to expose our employees to our customers in an effort to help identify and resolve pain points.



Required Experience/Skills

  • Multiple years of leading, growing, and scaling top performing teams in Customer Success for B2B (SaaS or something close to it)
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Legally able to work in the U.S.



About Olo



Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform across 70,000 locations for over 300 brands, such as Applebee’s, Checkers & Rally’s, Cheesecake Factory, Chili’s, Dairy Queen, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Portillo’s Hot Dogs, Shake Shack, sweetgreen, Wingstop, and more. Learn more at www.olo.com.



Olo is located on the 82nd floor of One World Trade Center. We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map: https://www.olo.com/images/culture.jpg.



We encourage you to apply!



At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed to doing our part to move the needle.



Olo is an equal opportunity employer and diversity is highly valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.



If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!

Tired of browsing?

Get our smart newsletter. Fill your skills and let us send you only highly relevant offers, weekly.

Takes 1 minute to set up including this 25s video
Email example
x