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Vice President, Client Success

SmartRent is seeking an experienced Vice President of Client Success to lead the development and execution of multiple client programs, ensuring a seamless handoff from sales to post-sales, while aligning deliverables with our clients' business goals and objectives.
This role is pivotal in ensuring client satisfaction, retention, and long-term success, as well as driving strategic initiatives that result in measurable outcomes for both the client and SmartRent.
Responsibilities:
Own the Client
Experience:
Lead the client success and account management teams in building proactive, meaningful relationships with clients to drive revenue growth, retention, and expansion opportunities.
Strategic Client Engagement:
Develop and execute comprehensive client engagement strategies that enhance satisfaction, deepen client relationships, and ensure alignment with business objectives.
KPIs & Results-Driven Environment:
Define and establish a clear set of KPIs and key success metrics for the client success organization.
Foster a results-oriented culture focused on measurable impact, client retention, and revenue growth.
Client Journey Optimization:
Work cross-functionally to review and refine the client journey and internal processes, identifying opportunities to enhance the overall experience.
Ensure all client interactions are meaningful and deliver significant value.
Account Growth & Expansion:
Identify and pursue new business opportunities within existing accounts.
Develop expansion strategies to increase account penetration, upselling, and cross-selling within the client portfolio.
Client Success as a Strategic Enabler:
Evolve the Client Success function to be a critical business enabler by anticipating clients' needs and delivering a best-in-class experience.
Serve as a trusted advisor to both clients and internal stakeholders, informing broader business initiatives and product development.
Leadership & Team Development:
Build, mentor, and lead high-performing client-facing teams, including account managers, project managers, and implementation teams.
Foster a culture of excellence, accountability, and continuous improvement.
Collaboration & Partnership:
Partner closely with sales, product, customer support, and other departments to ensure that all client needs are met and that SmartRent remains a trusted partner for all clients.
Qualifications:
7
years of leadership experience in client success, account management, consultative sales, or business consulting, ideally within a SaaS environment and at a large scale.
5
years of experience working in a technology company, preferably within a SaaS model, with a proven ability to scale teams and processes.
2
years of experience in a fast-paced startup, with a track record of quickly adapting to evolving business needs and client demands.
2
years of experience managing project management or implementation teams, with a focus on delivering complex, multi-phase projects.
Proven ability to build and lead high-performing client-facing teams, with a focus on client retention, revenue growth, and delivering exceptional client outcomes.
Strong analytical and strategic mindset, with a data-driven approach to decision-making and problem-solving.
Excellent communication and relationship-building skills, with the ability to influence senior leadership and act as a trusted advisor to clients.
#J-18808-Ljbffr Recommended Skills Account Management Adaptability Analytical Business Planning Business Process Improvement Business Requirements Apply to this job.
Think you're the perfect candidate? Apply on company site Estimated Salary: $20 to $28 per hour based on qualifications.

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