Vice President of Customer Success
Vice President of Customer Success
Vice President of Customer Success
Wander
The Vice President of Customer Success at Wander will lead the Customer Success business unit, focusing on enhancing satisfaction and success for property managers and operated property owners. This remote position involves strategic leadership, team management, and cross-department collaboration to ensure exceptional service delivery in the luxury vacation rental market.
Qualification
- Proven experience in a senior leadership role within Customer Success or related field.
- Strong understanding of SaaS B2B client management and property management systems.
- Excellent communication and interpersonal skills to build relationships with clients and internal teams.
- Ability to analyze data and establish KPIs for performance measurement.
- Experience in leading and developing high-performing teams.
Responsibility
- Define the vision and strategy for the Customer Success business unit.
- Lead, mentor, and grow a team of managers and representatives across two groups (Property Managers & Operated).
- Establish clear KPIs and performance metrics for client satisfaction, retention, and support efficiency.
- Oversee product onboarding, training, and ongoing support for SaaS B2B clients.
- Ensure strong adoption and satisfaction with Wander Sites.
- Act as executive sponsor for key property management groups, building trust and long-term partnerships.
- Maintain exceptional communication and transparency with operated property owners.
- Oversee financial and performance reporting, ensuring clarity and accuracy.
- Proactively identify opportunities to improve owner satisfaction and property performance.
- Implement processes for efficient triage and escalation of issues through the Wander OS Owner Chat.
- Drive monthly reporting on client satisfaction, issue resolution, and retention trends.
- Establish feedback loops with Product, Operations, and Marketing teams to continuously improve services.
