White Cup is a leading provider of CRM + BI solutions for the distribution industry. With decades of industry experience, White Cup is trusted by more than 1,000 customers globally. Our diverse team of industry experts is committed to building and delivering value to our markets.

The Vice President of Customer Success defines and executes the strategic direction of the company's customer success initiatives. This includes overseeing the professional services, support, and customer success teams to ensure customer retention. The VP will work cross-functionally across the entire organization to drive a customer-centric culture, ensuring that customer feedback and insights inform all aspects of the company's operations. Success in this role is measured by customer retention, referenceability, profitability, and high employee engagement. The ideal candidate will be a strategic thinker with a demonstrated track record of building high performing remote teams and driving impactful business outcomes.

Duties and Responsibilities:

• Strategic Direction: Define and communicate the strategic direction of the department to align with the company’s objectives.
• Cross-functional Collaboration: Work collaboratively with peers across the company to achieve shared goals.
• Performance Metrics: Achieve set revenue, utilization, time to close, and retention targets. Understand utilization metrics and resource planning to drive desired outcomes.
• Talent Management: Manage entire life cycle of employees, including hiring, retention, growth, and mentorship. Manage to outcomes and ensure high performance from teams.
• ROI Focus: Ensure customers receive strong ROI from their use of White Cup’s products and their interactions with the company.
• Training and Development: Stay current on industry standards, trends, and the company’s product roadmap to provide relevant training to the team.

Qualifications and Skillsets:

• 5+ years experience building and scaling onboarding and customer success teams for SaaS B2B products.
• CRM Expertise: Strong knowledge of customer relationship management (CRM), salesforce automation (SFA), business intelligence, or contact management applications.
• Interpersonal Skills: Advanced interpersonal and problem-solving skills.
• Communication Skills: Excellent written and verbal communication skills.
• Relationship Building: Proven ability to network and build relationships with customers.
• Technical Background: Technology background is a plus.
• Time Management: Excellent time management skills and attention to detail.
• Mentoring Skills: Patience and strong mentoring skills are essential.
• Process Design Experience: Experience in process design, documentation, and assessment.
• Industry Experience: Experience in or consulting for the wholesale distribution or manufacturing industries is a plus.
• Software Proficiency: Ability to quickly learn new software applications and functionalities.
• Microsoft Suite Proficiency: Proficient in Microsoft Outlook, Windows, Word, Excel, and PowerPoint.
• Educational Background: Bachelor’s degree in business, technical, or a related field is preferred; equivalent work experience is acceptable. A Master’s degree is a plus.

Physical Requirements

• Primarily a stationary position, either standing or sitting, with occasional need to move about to access file cabinets, printer/copier, etc.
• Frequent use of computer and office equipment such as telephones, Zoom or other video conferencing tools, printers, etc.
• Ability to communicate effectively via video meetings and presentations, typically in a standard home office environment.

Work Environment

This role operates in a home or remote office environment. Standard office equipment is regularly used.

White Cup is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.