Remote AVP, Customer Success & Growth

Hyland Software; Westlake (OH); On-site; USD 227,000 - 261,000; Full time

Job summary

Hyland Software seeks an AVP, Customer Success to lead the customer journey and drive value across the lifecycle. This executive role emphasizes cross-functional collaboration to achieve operational excellence and revenue growth, overseeing strategy, metrics, and team performance.

The position requires strong leadership, customer service orientation, and budget management, with up to 15% travel and remote work within the U.S.

Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years in a sales or customer-facing role.
• Minimum 6 years in prior management experience.
• Proven fiscal responsibility/budget management.
• Strong problem solving, analytical and communication skills.
• Exceptional collaboration and teamwork abilities.
• Excellent attention to detail and organizational skills.
• Able to manage budgets and deadlines in a fast-paced environment.
• Travel up to 15%.

Responsibilities

• Operationalize the customer journey including defining and overseeing the life cycle process and touch points and develop a strategy that delivers a differentiated customer experience ensuring alignment with strategic priorities.
• Drive alignment for customer renewals and expansion by partnering and developing relationships with sales and renewals to achieve growth goals and ensure effective adoption.
• Identify and document customer's business objectives in order to build a framework to facilitate adoption of the customer's solution and to achieve expected ROI
• Define and own key metrics for the team and support core metrics for the company
• Drive value for the customer by operating as the voice of the customer and provide internal feedback on how the Company can better serve customers
• Establish and assure leadership adherence to budgets schedules work plans and performance requirements
• Collaborate with senior management and executives to define and ensure success of department strategy
• Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports
• Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees
• Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders
• Provide strategic influence to internal peers and industry groups
• Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team
• Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence
• Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders

Skills

Leadership

Communication skills

Analytical skills

Time management

Customer service orientation

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Outlook

Job description

Hyland Software seeks an AVP, Customer Success to lead the customer journey and drive value across the lifecycle. This executive role emphasizes cross-functional collaboration to achieve operational excellence and revenue growth, overseeing strategy, metrics, and team performance.

The position requires strong leadership, customer service orientation, and budget management, with up to 15% travel and remote work within the U.S.