Vice President, Customer Success

The Vice President, Customer Success is a strategic leader responsible for delivering an exceptional customer experience that aligns with Spear's mission of empowering dentists and their teams to excel through our online platforms, in-person campus experiences, and consulting services. This leader will ensure our customers realize the full value of our products, engage consistently, and are positioned for upsell and expansion opportunities.As a key member of the leadership team, the VP will collaborate closely with sales, marketing, and other customer-facing teams to define and execute an ideal customer journey. They will lead efforts to increase client retention, satisfaction, and lifetime value through innovative strategies and a customer-centric approach.Key ResponsibilitiesLeadership and StrategyDevelop and execute the strategic vision for the Customer Success organization, ensuring alignment with broader company objectives.Lead and inspire the Customer Success team to deliver exceptional experiences through online platforms, in-person interactions, and consulting engagements.Drive customer-centric initiatives to increase satisfaction, retention, and expansion.Establish and track KPIs to measure the effectiveness and impact of customer success programs.Customer Journey OptimizationCollaborate with sales, marketing, and product teams to design and deliver a seamless customer success journey across all communication channels and touchpoints.Ensure the team effectively communicates the value of products and services to drive customer engagement and loyalty.Implement scalable processes and tools that enhance customer experience and operational efficiency.Team Leadership and DevelopmentBuild, mentor, and manage a high-performing Customer Success team, fostering a culture of excellence and collaboration.Empower team members to adopt a consultative approach in conversations with customers, focusing on their unique needs and objectives.Provide ongoing training and development opportunities to ensure team growth and success.Customer Engagement and RetentionOversee customer onboarding, engagement, and retention strategies, ensuring customers achieve their desired outcomes with our products and services.Identify opportunities for upselling and cross-selling through strategic customer engagement.Act as an advocate for the customer within the organization, ensuring their feedback is heard and addressed.