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Senior Vice President of Customer Success



Customer Service, Sales & Business Development
United States
Posted on Monday, September 25, 2023

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly, we really enjoy working here. MNTN is the fastest-growing company in streaming, and we pride ourselves on our self-service AdTech platform, which provides performance marketers with the tools to realize the highest return on their ad spend dollars. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone to be part of our next stage of growth.

As MNTN advances, the Senior Vice President of Customer Success will become vital in shaping our Customer Success leadership and drive revenue, fostering robust partnerships between MNTN's Customer Success teams and brand marketers. The Senior VP of Customer Success will report directly to the Chief Operations Officer. The role entails leading a team of Customer Success & Growth Manager Leaders, driving customer retention, and generating growth revenue by promoting MNTN’s platform and CaaS (Creative-as-a-Subscription) to our existing client base. The Senior VP of Customer Success will concentrate on swiftly delivering value and assisting our customers in extracting maximum benefit from their partnership with MNTN. We're looking for an inspiring leader who works hand in hand with their team, leads by example, and collaborates closely with cross-functional groups at MNTN to devise innovative solutions for our customers, delivering tangible results.

What You’ll Do

  • Be responsible for a rapidly growing Customer Success and Growth teams
  • Improve customer retention metrics (adoption, retention, engagement)
  • Drive our growth strategy and revenue within the existing customer base
  • Drive our CaaS Subscription revenue and evolving customer program
  • Become a MNTN product champion and use this knowledge to guide customers toward their desired outcomes effectively
  • Help the team identify, improve, and lead all aspects of the health status of each of your customers
  • Build and continuously develop executive relationships (CMO’s) with key customers
  • Develop and execute the revenue strategy for the Customer Success team, ensuring alignment with overall company goals
  • Lead, mentor, and expand the Customer Success team, promoting a customer-centric culture
  • Collaborate closely with the Sales, Marketing, and Platform Experience teams to create a seamless customer experience
  • Develop and oversee the implementation of processes for retention, adoption, upselling, cross-selling, and advocacy
  • Regularly monitor customer health scores, identify churn risk, and implement proactive measures to mitigate
  • Establish robust operational metrics and create reports that provide insights on customer engagement and team performance
  • Strategically manage and renew customer CaaS contracts, with an eye toward expansion and upselling opportunities
  • Participate in strategic meetings with key customers, helping close deals, resolve significant issues, and strengthen relationships

What You'll Need

  • 5-7 years leading an enterprise SaaS Customer Success business, with MRR and ARR revenue, with a solid track record of managing large, complex customer accounts >$2MM in revenue
  • Strong written and verbal communication skills
  • International experience is a plus
  • Ability to hire and grow a team of rockstar Customer Success Managers and Growth Managers
  • Quick learner and can thrive in a constantly evolving hyper-growth environment
  • Proactive mentality and excellent time management skills
  • Willing and able to travel
  • Excellent leadership, communication, presentation, negotiation, and project management skills
  • Ambitious, results-oriented, and motivated to introduce and strategically position new products and services to existing customers to provide solutions and generate scalable business partnerships
  • Ability to perform at a high level, even when faced with unexpected change, creative problem solver
  • An effective communicator with excellent presentation, verbal, and written communication skills
  • Naturally curious with a desire to bring fresh ideas to the conversation and also act as a constant student of the industry
  • Excels in a fast-paced, high-growth, rapidly changing startup culture and wants to play a vital role in the next generation of TV advertising
  • Professional development-oriented and focused
  • A team player who collaborates with others is honest, responsible, and trustworthy

MNTN Perks:

  • 100% remote
  • Open-ended vacation policy with an annual vacation allowance
  • Three-day weekend every month of the year
  • Competitive compensation
  • 100% healthcare coverage
  • 401k plan
  • Flexible Spending Account (FSA) for dependent, medical, and dental care
  • Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.