Rescale is the top in enterprise big compute and is one of the fastest growing tech companies in Silicon Valley. Our customers range from disruptive and innovative startups to well-known global automotive manufacturers. Our dynamic team is welcoming, collaborative and diverse. Becoming a part of the Rescale team means that you are part of the next generation in big compute. You will become part of the disruption which is turning traditional HPC on its head. 

As the VP of Customer Success, you will have ownership and responsibility for the post-sale customer experience for Rescale’s fast-growing customers base. This includes all customer journey activities, including new customer onboarding, initial value realization, ongoing value delivery, and account renewals. It also includes all customer support functions, including technical support, product support, and other customer support needs. 

In this role, your duties will include: 

• Develop and implement processes and best practices associated with Customer Success.

• Contribute to a high customer retention rate by identifying and assessing retention risks and collaborate with internal teams to reduce churn through proactive strategies along with reactive approaches.

• Define and maintain customer satisfaction metrics. Review customer utilization data and identify enhancement opportunities.

• Drive revenue growth through instituting onboarding and renewal playbooks and upsell/upgrade protocol.

• Advocate customer needs internally and work closely with the sales, product and data teams to achieve customer success goals and contribute to overall company target.

• Develop customer success marketing strategies to drive value realization for customers at scale.

• Actively work with the customer support team to ensure customer value realization is improved through every interaction to drive increased customer satisfaction and retention.

• Identify opportunities for increased productivity through automation and tools and implement these solutions.

• Identify key employees to develop, train and promote.

Key Qualifications include:

• 10+ yrs of experience running customer success, consulting, professional services, and/or support teams at a VP or Sr. Director level with 5+ yrs experience leading and managing teams of over 10 people.

• Experience and track record of cross-functional leadership and driving quantifiable customer success through both direct ownership and cross-functional influence.

• Experience working with a broad enterprise customer base and diverse stakeholders across IT, management, and C-level executives.

• A self-starter with a proven track record of driving customer success and aligning in complex customer environments.

• A depth of understanding and willingness to roll up your sleeves and do the detailed work while also maintaining a vision for the larger goal.

• Technical aptitude to deeply understand the product and platform experience and customer journey within the high performance computing and enterprise PaaS environment.

• Demonstrated history of customer segmentation and data-driven decision making and prioritization.

• Excited about developing, driving, tracking, and continuously improving a consistent customer journey.

• Excellent verbal and written communication and presentation skills.

• Excellent people and management skills to interact with colleagues and cross-functional teams and third parties.

• BS/BA degree.

Rescale is an Affirmative Action, Equal Opportunity Employer. As part of our standard hiring process for new employees, employment with Rescale will be contingent upon successful completion of a comprehensive background check.