ASG VP Customer Success Operations - Walnut Creek, CA

Company: Alpine Software Group
Location: Walnut Creek
Posted on: October 2, 2024

Job Description:

To date, ASG has acquired more than 50 B2B vertical SaaS companies across a wide range of industries. We aspire to 3x revenue within the first 3-years of acquiring a company. To accomplish this outcome, our operating companies (OpCos) must run best-in-class onboarding, renewal and expansion motions while ensuring high levels of customer satisfaction. The Vice President of Customer Success partners directly with ASG OpCos to achieve revenue growth through effective CX/CS management.About ASGASG is an unconventional group of market-leading SaaS software companies, serving industries ranging from behavioral health to transportation to childcare. ASG believes deeply in the power of people and data to grow great organizations, and that sharing knowledge, expertise, and resources across its community of businesses drives exponential growth. We are backed by Alpine Investors and operated by world-class PeopleFirst leaders. Founders of leading SaaS companies continue to trust ASG to grow their businesses and build even stronger legacies for the future. To learn more, visit www.alpinesg.com.We hire and unleash a diverse array of leaders across ASG whose will to win - and ability to do so with love - is the true magic behind our success.This is where you come in.The Vice President of Customer Success will play a critical role in partnering with ASG OpCos to drive revenue growth through onboarding, adoption, and expansion initiatives.As part of the ASG HoldCo team, you will work on the Growth team and report to the Head of Growth. In this role, you will:

• Run a repeatable process for engaging OpCo's, typically in 60-90 day projects.
• Maintain a clear catalog of defined services you can deliver with expected outcomes.
• For each engagement, move quickly through an assessment, focusing on the highest area of opportunity.
• Do the work required to win working closely with operators. Roll up your sleeves.
• Monitor KPIs and hand-off to skilled operator to ensure there's no backsliding.In this role, you will rely on your hands-on operating experience but use a consultative approach. You will be working directly with the senior-most CX/CS leaders at OpCos to:
  • Develop and implement comprehensive onboarding programs to help their customers achieve first value. You will help install best-in-class processes including handoffs, kick-off calls and joint impact plans.
  • Develop and implement programs to ensure customers adopt the product effectively to improve renewal rates. You will help install usage monitoring, account health scoring and business reviews.
  • Identify and execute opportunities for upselling and cross-selling to existing customers to grow expansion revenue. You will help establish processes for whitespace planning, account planning and expansion execution.
  • Accelerate CX functional maturity by establishing minimum viable practices for people, process and systems, as well as support CX hiring in the portfolio.
  • Own relationships with CX leaders across the portfolio, providing coaching and career development in line with our PeopleFirst approach.What we look for:
    • Proven experience in customer success management, particularly in SaaS environments.
    • Strong understanding of onboarding, adoption, and expansion plays.
    • Ability to teach and mentor others.
    • GSD, with speed and thoughtfulness.
    • Exceptional verbal and written communication skills.
    • High emotional intelligence and the ability to build strong relationships.
    • Strong financial, analytical, strategic, and problem-solving skills.
    • Passion for software and building enduring businesses.
    • Alignment with our Core Values: "Will to win and win with love," "Live full lives," "Candor means we care," "Think big, then think bigger," "Entrepreneurs at heart," "Data insights drive action."Other Information:
      • Location: SF Bay Area Preferred
      • Base Salary Range: The target salary range for this position is ($210-240k), and is part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.
      • Other Benefits: 401k matching, medical, dental and vision coverage, pre-tax benefits, unlimited PTO, and company-sponsored holidays.
      • PeopleFirst mindset: The guiding principle of our and ASG's mentality is that the key to success is working with, learning from, and developing exceptional people.We're better together when we're different, together.At ASG, we strive to create engaged and inclusive workplaces that celebrate and reflect the global nature of our employees and the customers we serve. We believe that talent is based on what you can do, not what you've done. And we know that supporting a diverse team with varied lived experiences advances equality, inspires innovation, and ultimately drives better business outcomes. Our mission is to build vertical SaaS platforms that are a force for good for their employees, customers, and the world. So we've built a company (of many companies) where difference is valued, learnings are shared, and potential is unleashed. Join us.
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