Vice President, Customer Experience and Success

As the Vice President of Customer Experience and Success at Aryaka, your role is pivotal in ensuring that customers derive maximum value from the company's offerings and have exceptional experiences throughout their journey. Here's how you can approach each aspect of your role:

1. Building and Leading World-Class Teams: Your primary responsibility is to assemble, nurture, and lead a team of customer success professionals across different regions. Focus on hiring individuals with diverse skill sets and experiences while fostering a collaborative and high-performance culture.
2. Influencing Growth Strategies: Collaborate closely with sales, product, and support teams to develop and execute strategies aimed at delivering tangible value to customers. Align these strategies with Aryaka's overall business objectives to drive growth and revenue.
3. Minimizing Churn and Driving Customer Retention: Lead your team to deliver exceptional experiences that result in high customer retention rates. Implement processes and initiatives focused on customer satisfaction, product adoption, and overall health scores to minimize churn.
4. Optimizing Customer Lifetime Value: Utilize data-driven insights to enhance product adoption, satisfaction levels, and overall customer lifetime value. Leverage reporting tools to monitor customer behavior and identify areas for improvement.
5. Managing Renewals and Upsells: Work closely with sales and product teams to manage renewals, expansions, and upsells. Develop playbooks and processes to streamline these activities and ensure a seamless customer experience.
6. Setting and Managing KPIs: Define clear KPIs and objectives for your team and ensure they are aligned with Aryaka's growth targets. Regularly monitor performance metrics and provide guidance and support to help team members meet their goals.
7. Acting as Voice of the Customer: Serve as the primary advocate for customers within the organization. Provide insights into customer wins, challenges, and escalations to help inform decision-making and improve processes.
8. Contributing to Customer Success Vision and Strategy: Play a key role in shaping Aryaka's customer success vision and strategy. Keep abreast of industry trends and customer needs to ensure Aryaka remains at the forefront of delivering exceptional customer experiences.
9. Developing CXO Relationships: Cultivate relationships with customer leadership, including CXOs, through engagement in key forums such as customer advisory boards. Build trust and rapport to become a trusted advisor to Aryaka's customers.
10. Driving Process Evolution and Tool Requirements: Continuously evaluate and refine processes, engagement methodologies, and tool requirements to optimize the customer success model. Prioritize investments in resources and technology to enhance customer engagement and satisfaction.

Experience: Your BS Degree in business, computer science, or a related field, coupled with over 15 years of experience in customer success management and business strategy, positions will allow you to excel in this role. Experience with network security and/or SD-Wan required. Your strong track record of team building, global management expertise, and passion for customer experience will be instrumental in driving Aryaka's success in the competitive SD-WAN and SASE space.

What’s in it for you? (EVP – Employee Value Proposition) –

Work for a global, fast-growing SD-WAN and SASE innovator. Be a part of a company culture that embraces diversity and inclusivity.

Compensation: Base Salary range $235,000 - $260,000 + Bonus + Equity + Benefits

Aryaka Networks, Inc. is an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the “whole person” without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

Third Party Agency Notice:  Aryaka does not accept unsolicited resumes from 3rd party agencies.  Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift and no fee will be paid.  All agencies must have a signed contract from Talent Acquisition management prior to any engagement. #LI-Remote