Vice President, Customer Success

About Interos:

Join Interos, the operational resilience powerhouse dedicated to fortifying the world’s supply chains. As we transition from start-up to scale-up, we are seeking top-tier sales professionals who excel at building enduring partnerships. You will be at the forefront of ensuring superior cyber, ESG, financial, governance, and supply chain resiliency for our clients. If you thrive in a fast-paced, dynamic environment where big achievements happen, this is your opportunity to make a significant impact.

Third Party Risk Management is critical in today’s global landscape, and Interos is uniquely positioned to exponentially grow its market share over the next 18 months. As the first and only multi-tier, multi-factor business relationship intelligence platform that continuously monitors critical third parties, we need experienced Sales leaders to drive our Interos AI Platform to decision-makers and system integrator partners seeking solutions for sourcing, resilience, and governance.

The Opportunity:

The Vice President of Customer Success is a pivotal leadership role at Interos, directly influencing our growth and customer satisfaction. This individual will serve as the primary advocate for our customers, ensuring their success and delight by strategically guiding client engagements and managing the entire customer journey. A hands-on, solution-oriented leader is essential for this position, as they will need to adeptly oversee SaaS engagements, quickly grasp our product offerings, and articulate their business value to clients while ensuring comprehensive execution and testing of engagement tasks. The VP will also play a crucial role in fostering cross-functional collaboration across Interos, contributing to our organizational maturity and product enhancements. We are looking for someone who will lead by example and foster a culture of excellence and innovation, driving the company’s vision and strategy fo Customer Success

Key Responsibilities:

• Assess the current Customer Success Team and Program, build and develop a Customer Success organization that can streamline processes in support and partnership with the field sales organization. Providing maximum customer service to ensure Renewals – while assisting in uncovering expansion opportunities.
• Develop and implement goal-driven program plans, managing a diverse account portfolio throughout the customer lifecycle. Build and maintain strong relationships with multi-level client stakeholders to align Interos deliverables with customer needs.
• Define and measure customer success team metrics based on strategic alignment and client expectations. Then work across the organization to ensure our solutions effectively meet those needs.
• Develop and mentor the Customer Success team to build a high-performing and cohesive unit.
• Immerse in customer industries to become a trusted advisor. Collaborate with clients to identify business requirements and develop tailored solution strategies.
• Lead the proactive creation and management of project plans, overseeing resource allocation, maintaining status reports, and addressing risks and issues efficiently.
• Champion the voice of the customer within Interos, ensuring their needs are prioritized and addressed by internal teams.
• Promote Interos’ capabilities within customer organizations, enhancing their understanding of our offerings.
• Contribute to the development of best practices and methodologies that enhance team effectiveness and client information resources.
• Drive high renewal rates within the customer success team through proactive account management, risk identification, and mitigation planning.
• Partner with relevant teams to provide insights on customer health and identify opportunities for expansion as client needs evolve.
• Foster deep, strategic client relationships that result in a loyal customer base and active advocacy for Interos.
• Develop and implement Customer Success initiatives, leveraging past experiences to establish new best practices.
  
  
  

Required:

• Bachelor’s Degree with 10+ years of Customer Success experience or equivalent in a related field, or a Master’s Degree with 8+ years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Solution Consulting, Project Management, or Engagement Management.
• Strong passion for Customer Success and commitment to delivering high-quality results, with a proven ability to translate passion into tangible business impact for customers.
• Experience managing strategic accounts with a solid understanding of technology trends.
• Proven self-starter with the ability to thrive in fast-paced environments.
• Exceptional analytical, organizational, and project management skills, with a keen attention to detail.
• Outstanding verbal and written communication skills to engage effectively
• Strong presentation skills and the ability to conceptualize innovative solutions.
• Ability to engage with diverse technical knowledge levels in complex environments.
• Proven adaptability and agility in dynamic situations.
  
  
  

Preferred Qualifications:

• Experience in supply chain, risk management, or related fields.
• Proficiency in identifying, investigating, and resolving business, operational, and technical challenges independently.
• Demonstrated capability to manage multiple projects and initiatives, ensuring successful outcomes within set timelines.
• Strong interpersonal skills to foster professional and cooperative relationships with internal and external stakeholders.
• Excellent organizational skills, including strategic thinking, goal setting, and time management.
  
  
  

Additional Information:

• Supervisory Responsibility: This position has supervisory responsibilities.
• Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.
• Physical Demands: This is largely a sedentary role. Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
• Compensation range is $185,000 – $240,000. The salary range information provided reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.
• FLSA Status: Exempt
  
  
  

Benefits:

• Comprehensive Health & Wellness package (Medical, Dental and Vision)
• 10 Paid Holiday Days Off
• Flexible Time Off (FTO)
• 401(k) Employer Matching
• Stock Options
• Career advancement opportunities
• Casual Dress
• On-site gym and dedicated Peloton room at headquarters
• Company Events (Sports Games, Fitness Competitions, Birthday Celebrations, Contests, Happy Hours)
• Employee Referral Program