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Chief Customer Success Officer Opening, San Antonio, TX

Location: San Antonio, TX

Post Date: 12/07/2020

Job Title: Chief Customer Success Officer

This role is responsible for creating amazing outcomes for our customers. You will be responsible for our worldwide delivery organization and report to the CEO as a member of the senior leadership team.

You’re a proactive, assertive, take charge person who is obsessed with creating happy, loyal customers. You like creating highly tuned organizations though the use of people process and technology. You want to work in a competitive, fast-moving environment allowing independence and freedom to create your success.

We are a fast-growing, profitable tech startup with big ambitions. We are a leader in virtual events software and are growing very quickly. Your mission will be to take our largest team, delivery, to greater heights as a high-performing organization and evolve it with repeatable processes, strong team members and excellent culture.


The Chief Customer Success Officer is responsible for our worldwide service delivery organization. This includes:

  • Project Management Teams

  • Onshore and Off-shore Production Creative Teams

  • Helpdesk Teams

  • Centers of Excellence Specialists

  • Quality Assurance

  • Tech Support (L1/L2/L3) Teams

  • Relationship Management Teams

Your main metric is customer satisfaction measured by Net Promoter Score (NPS), you:

  • Lead and operate the organization that deliver virtual events on behalf of our customers

  • Own the customer experience as measured and tracked through NPS

  • Take immediate and direct action to resolve customer issues systemically

  • Translate the company vision and strategy into annual and quarterly plans for your team

  • Lead root cause analysis (RCA) investigations to understand failures and implement lasting company-wide improvements

  • Manage, persuade and influence the team to achieve team and company goals

  • Deploy and execute on existing systems for planning and coordination across functions

  • Supervise and guide your staff through execution of plans on a daily basis

  • Lead team planning, hiring and budget development efforts for your organization

  • Logically develop plans to address anticipated and unforeseen business challenges

  • Provide input to the CEO regarding business strategy

  • Work closely with other members of the c-suite to deliver excellence for our customers

  • Deploy elements of the planning and operational playbooks we use, including EOS and other tools


  • Experienced and highly passionate about delivering a world-class customer experience

  • Senior-level track-record running high-velocity delivery organizations, specifically in B2B enterprise software experiencing very rapid growth

  • Detail orientation with a focus on accountability and correctness

  • Excellent leadership, verbal, written communication, and presentation skills

  • Strong knowledge of best practices in the following areas:

  • Implementation, Training & Professional Services for SaaS company 

  1. Proven leader in developing implementation services 

  2. Mastery in resource planning, utilization and budgeting 

  3. Knowledge in providing services under a managed services model 

  4. Knowledge in managing a variable bench model – onshore and off-shore

  5. Experience in deploying and growing a global services team 

  6. Ideally experienced in developing and executing a variable bench model 

  7. Clear understanding of Fee VS Free services 

  8. Excellent customer and community engagement experience – not lead but be part of (events, webinars, customer advisory)

  • All levels of support 

  1. Level 1 – 3 support – on and offshore 

  2. Clear understanding of handoff points – sales, services, support, renewals and growth 

  3. Measuring and reporting the right metrics 

  4. Creating a delightful experience for customers 

  • Helpdesk model 

  1. Understanding of a helpdesk model for SaaS companies 

  2. Clear understanding on scaling between on and off-shore


This position is remote-optional or in our San Antonio HQ, but our only requirement is you should be located in a US time zone. We offer competitive compensation, great career growth potential, and a comprehensive benefits package


a member of a local Software family of companies and providing global software and services for enterprise online events. Our cloud-based product portfolio includes virtual environments, learning management and webinars. Designed for marketing, sales, recruitment, training and HR communications, we transform big ideas into real-world results. Our customers include Salesforce, Blackrock, GE, SonicWall, Ericsson, CA Technologies and Fiserv.

Job Type: Full-time



  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Paid time off

  • Flexible schedule

  • Parental leave

  • Company Equity

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