VP, Customer Success & Advocacy

• Career defining role in SaaS startup revolutionizing customer feedback
• Crack the code for customer advocacy
• Design the playbook that everyone else wants to copy

AskNicely, the worlds most loved Net Promoter Score software, helps businesses to improve their customer experience and grow faster through customer retention and referrals. We’re a venture backed SaaS startup that, in just over 2 years years, has grown to over 1,000 clients globally with offices in Auckland, New Zealand and Portland, Oregon.

Our business is built on customer happiness (check out our reviews on G2 Crowd). It's our love language, our purpose and the key to our success - now we’re looking for a ambitious customer success professional to take our customer obsession to the next level.

To help businesses around the world crack the code for customer advocacy (driving retention, revenue expansion and referrals), we need to prototype and prove the same for our own business. In this role, you’ll have the opportunity to design and execute the customer success playbook that everyone will want to copy.

Responsible to the CEO and working collaboratively with marketing, sales and product teams, you’ll build the team, technology and frameworks that deliver onboarding, account management and support for each of our customers with specific responsibility for.

• Customer implementation and onboarding
• Product Adoption (features and users)
• User engagement (drive uptake and talkability)
• Revenue expansion (upgrades)
• Advocacy (case studies, thought leadership, promotion, references, referrals)
• Customer insight (to inform marketing, sales and product roadmaps)
• Thought leadership (deepening our domain expertise in NPS, advocacy and customer success)

You'll be part strategist, designer/builder, people leader, relationship developer and evangelist with an exciting mandate to showcase the successes of your team and our clients to a global audience. We bet you can tick all of these boxes..

• Results - motivated by aggressive revenue expansion and referral targets
• Analytics - love tracking/improving cohorts for new customer onboarding, feature adoption, user adoption, NPS & churn
• Creativity - this hasn’t been done before, we’re gonna have to try new things, break stuff and get wacky to figure it out.
• History - experience in a senior marketing, customer success or customer experience role in a hyper-growth SaaS or tech business

If this is the role you've been waiting for (you'll know if it is), please pen a waffle-free note about your particular super powers and proudest achievements in life. Oh, and your CV.  

Do it quick though - we're in a hurry and our CEO is in Portland for the next fortnight for interviews!

Find out more at www.asknicely.com.