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VP of Success

Operations | New York, NY | Full Time

Job Description

About Voray

Voray is a rapidly growing NYC based company with a vision to revolutionize the way the world thinks about building authentic professional relationships. Vorays are smart gatherings of like-minded people designed to help build new relationships and foster existing ones. Each gathering is enabled by powerful technology that curates participants and cultivates a community of helpful, relevant, and vetted professionals. We were recently featured in Forbes and some examples of our events include dinners with senior media executives in NYC, life science visionaries in Los Angeles, and AI rain makers in San Francisco.

Whether you’re working with our Tech Team to build the product, talking to potential clients as a member of the Sales Team, or pulling off unforgettable events with our Success Team, you’ll be a part of the best professional gatherings of the year. At Voray, you’ll have the opportunity to grow and achieve at new levels, collaborating with our ambitious, brilliant, hard-working, and fun team and contributing to our culture of success.

 

About This Role

Voray is seeking an accomplished people manager to lead our Success team. In the role of VP of Success, you’ll partner with our leadership team to establish strategies that support business growth, strategically scale initiatives, and act as a key liaison to ensure alignment across the organization. You’ll be responsible for ensuring the Success team operates at its highest level, facilitating individual growth opportunities, owning operational efficiency, and inspiring strong performance. We are seeking an experienced leader who is especially passionate about cultivating employee development and team achievement.

In addition to your management responsibilities, you’ll be responsible for identifying opportunities to enable efficiency, productivity, and quality across our entire enterprise. You will design and evolve key systems, processes, and tools to support the development of our practice, communicating and launching them effectively. You’ll be accountable for defining the goals and metrics of the Success team and ensuring they are accomplished by providing the team with necessary resources, training, and tools. You will play a critical role in driving retention, brand advocacy, and customer satisfaction by ensuring quality across our events and building a strong and satisfied community.  

Our ideal candidate is passionate about our mission, as our entire organization will look to you to drive customer satisfaction as we build and foster authentic and life-changing professional relationships together.


Job Responsibilities

  • Lead World Class Success Team

    • Develop and support experienced leaders for each functional role

    • Oversee recruiting/hiring on the Success Team

    • Create onboarding and training materials for new team members

    • Devise effective structures, systems, and process to ensure alignment

    • Foster collaboration within team and across customer lifecycle

    • Define goals, KPIs, and metrics aligned with business strategies

    • Foster a culture of continuous learning and achievement

    • Provide management and coaching to ensure employee growth and success

  • Drive Customer Success Outcomes

    • Increase renewal rates and reduce churn

    • Expand our revenue in accounts through cross-sell and up-sell

    • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

    • Drive new business growth through greater advocacy and reference-ability

  • Define and Optimize Customer Lifecycle

    • Map customer journey

    • Develop listening points in the customer journey (e.g., usage, satisfaction, etc.)

    • Standardize interventions for each point in journey

    • Define segmentation of customer base and varying strategies

    • Identify opportunities for continuous improvement

    • Learn from best practices in industry

  • Manage Customer Success Activities

    • Onboarding

    • Training

    • Professional Services

    • Customer Support

    • Customer Success Management

    • Renewals

    • Cross-sell/Up-sell

    • Advocacy

  • Measure Effectiveness of Customer Success

    • Define operational metrics for team

    • Establish system for tracking metrics and own data analysis

    • Create cadence for review within team

    • Expose subset of metrics to executive team, company, and board

  • Enhance Effectiveness and Efficiency Through Technology

    • Administer and optimize customer support systems

    • Utilize customer marketing software

    • Use reference and advocacy solutions

    • Manage Customer Success Management platform

    • Salesforce

  • Inspire Customer Success Across Company

    • Create company-wide culture of Customer Success

    • Align with Marketing around marketing to existing clients

    • Align with Product around driving product roadmap

    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

    • Align with Finance around measurement and forecasting

    • Align with Executive Team around key metrics and objectives

    • Drive company-wide definition of ideal customer

    • Share insights and create company-wide customer feedback loop

 

Required Qualifications

  • 7+ years experience leading teams and setting strategy in customer-facing organizations

  • Passion for people management and strong coaching and professional development orientation

  • Positive, motivating, and creative leader with the ability to inspire others

  • Experience building customer networks

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Ideally combined background of post-sale and sales experience

  • Solid understanding of Salesforce and implementation of process and practice

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Demonstrated desire for continuous learning and improvement

  • Excellent communication and presentation skills

  • Ability to work cross-functionally to implement and execute new processes and tools

  • Excellent problem-solving and analytical skills and impeccable business judgment

  • Relevant Bachelor’s degree; preference for MBA or related degrees

 

Benefits and Culture

You will be part of a dynamic and growing team in NYC. Given the small size and early stage of the company, you will have the opportunity to have a profound impact on Voray’s development. We offer a competitive compensation package which includes health insurance, life insurance, 401K, gym membership subsidy, Citi Bike membership, generous paid leave, drinks and snacks, team happy hours, and more.

 

Diversity

Voray is an equal opportunity employer, and we actively cultivate a community and workplace that celebrates diversity. All employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital status, sex, sexual orientation, pregnancy, gender identity or expression, disability, genetic information, veteran status, or any other classification protected by federal, state, or local law.