SVP of Customer Success

Remote
Full Time
Senior Executive
The Role, SVP of Customer Success

The Senior Vice President of Customer Success at GoCanvas supports 3 SaaS product lines: GoCanvas, SiteDocs and Device Magic. The SVP will define team direction and ensure that all projects and work efforts are tied to clients' needs and strategic drivers. This role guides the customer team to create positive experiences for customers and is responsible for developing and implementing strategies to improve customer satisfaction, loyalty, and value. It is also responsible to ensure mutually beneficial interactions between customers and the internal team.

We are looking for a talented and highly motivated leader to drive growth across our large customer base. This role has two key objectives:
  • Execute a Retain & Grow strategy that achieves >90% Gross $ Retention and 110% Net $ Retention, and
  • Delivers operational excellence through every step of the customer journey. 
We are Customer Obsessed, and we strive to delight customers with every interaction. The SVP of Customer Success will lead the Sales Teams and own delivering the customer experience from Onboarding New Logos, to Supporting customers through technical issues, to building custom/complex features via our Technical Solutions team. 

Today, the GoCanvas Customer Success team is over 130 employees strong.  The team spans the US, South Africa, Canada, and Australia; and has contractors in the Philippines.  Our solutions are affordable for the SMB AEC market (i.e., average ACV is ~$5,000), and speed of delivery is critical.

As part of Nemetschek’s Build division, the company has a great opportunity to deliver outstanding results leveraging strengths across brands, particularly with Bluebeam. This role will be expected to collaborate and establish a plan with the customer success leaders at Bluebeam for areas of synergy and integration.

What success looks like:
  • Achieve 110% Net $ Retention across our $80M+ high-growth customer base
  • Deploy a coverage model that optimizes our ability to Retain & Grow customers
  • Create a cohesive high performing team across countries, cultures & time zones
  • Deliver solutions to customers quickly and cost-effectively (i.e., product is low-ACV)
  • Implement processes and tools that drive speed, efficiency, and consistency
  • Leverage AI to further enhance speed, efficiency, and consistency
  • Design and staff the team to solve for robustness, coverage and career pathing
  • Cultivate both highly satisfied customers and highly engaged team members
KPIs:
  • Gross $ Retention > 90% and Net $ Retention > 110%
  • Team Quota Attainment of > 80% (consistently)
  • New Logos are operational 14 days post-sale and perfect within 30 days
  • CSAT >90% and Technical Solutions add-ons delivered within 7 business days
  • Employee Engagement >= 8.15
  • Total cost of Customer Delight Team

What GoCanvas Brings:

We believe hiring the right people is THE most important thing we do. We take our values seriously and look for these traits in everyone we hire: Empathy, Customer-Obsessed, Authenticity, Impactful, Team Player and Cheeky/Fun Loving. We believe in giving people the freedom to work, but staying inspired by their important metrics, to think and act like owners of our business. We provide a remote-first environment that allows for innovation and creativity and a chance for individuals passionate about their role to have fun at work!

While we believe culture trumps perks, we are also proud to provide a comprehensive benefits package designed to meet our team members’ needs and truly invest in you with:
  • 13 Company-Paid Holidays
  • Medical Insurance (where the Employee Only level of coverage is free!)
  • Dental and Vision Insurance with employer contribution
  • Health Savings or Flexible Spending Account depending upon your medical plan selection
  • Basic Term Life Insurance and Personal Accident Insurance
  • Voluntary Life Insurance
  • Short and Long-Term Disability
  • 401k plan with employer match
  • Pet Insurance
  • Generous Parental Leave
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. This role requires about 10% travel domestic & internationally.

This role is a #LI-Remote opportunity
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