Vice President of Customer Success

Native Teams is a leading global platform that specializes in providing streamlined work payments, employment, and tax management solutions for freelancers, remote workers, and their employers.

We are expanding our global team and we’re looking for a VP of Customer Success to bring their wider knowledge and help us get our product and service more widely known and used.

Would you like to take on a new challenge in the field of Customer Experience in a successful fast-growing global start-up?

Location: Remote

Type: Permanent

Salary Range: Flexible

Key Responsibilities

• First and foremost, as a VP of Customer Success, you should have a true passion for customer support, improving customer experience and the product you are selling.
• Developing and implementing a comprehensive customer engagement strategy to increase customer loyalty, retention, and satisfaction.
• Collaborate with cross-functional teams (Product, Sales, Operations, Legal, Finance) to integrate customer insights into product development and overall enhancements.
• Lead, develop, and inspire the Customer Success, Support, and Account Management teams. Providing guidance, setting goals, and implementing training programs to ensure team members are equipped to deliver exceptional service.
• Utilizing data analytics to gain insights into customer behavior and trends, and leveraging these insights to enhance B2B and B2C customer experience (CSAT, Handle Time, First Response, NPS, and many more)
• Oversee and ensure that the team's performance metrics and KPIs are met, including customer onboarding, activation, adoption, value realization, and NPS.
• Drive initiatives to increase customer engagement, product adoption, and overall satisfaction.
• Work closely with the Native Team’s leadership team on cross-functional projects and provide valuable insights regarding the current customer base.
• Engage with diverse stakeholders including economic buyers, champions, and daily users to drive adoption and value realization.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; MBA preferred.
• Proven experience in a leadership role within customer success or account management, preferably in the fintech or HRtech industry.
• Strong understanding of financial technology trends and customer needs in the HRtech market.
• Exceptional leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to use data-driven insights to inform decisions.
• Demonstrated success in building and maintaining strong, long-term customer relationships.
• Fluency in English, with strong negotiation and presentation skills.
• Thrive in working in a fast-paced collaborative environment
• Value autonomy and transparency
• Has a ‘default to action’ mentality
• Self-starter and deeply motivated to deliver

Benefits

• Dynamic and interesting work in an early-stage, funded startup
• Ability to influence the next stages of our growth
• Flexible work environment
• Competitive salary
• Experience working in the ever-changing world of fintech
• Opportunities for professional and personal growth
• Additional employee benefits

Join our team at Native Teams, a fast-growing global start-up. We're looking for driven, passionate individuals to join us as we continue to expand our reach and impact.

At Native Teams, we pride ourselves on our dynamic and supportive work environment, where we encourage personal and professional growth. We believe in hiring talented individuals from diverse backgrounds, not only because we should do it but because fresh perspectives improve our team and the decisions we make. Our multicultural team is made up of young, energetic, and positive people who are passionate about what they do.

As part of our team, you’ll reflect the people we serve and will have the opportunity to work with thousands and impact millions of lives around the world.

If you're looking for a challenging and rewarding career, as well as the chance to be part of a team that's making a real difference in the world, then we want to hear from you.

Apply now to join the Native Teams family and take the first step toward a brighter future!