VP Of Customer Success [Remote]

VP of Customer Success [REMOTE]

Department: Operations & Account Management

Employment Type: Full Time

Location: United States (Remote)

Description

Ottimate (formerly Plate IQ) helps fast growing businesses automate accounts payables on their terms. We simplify everything from invoice management to payments for both recurring and one-off expenses with a cloud-first approach that enables remote work. Ottimate's AP Automation and VendorPay Network helps businesses pay and get paid faster.

At Ottimate, passion generates excitement for what we do and how we do it. With passion at the heart of everything we do, we nurture ideas, inspire excellence, and find creative ways to eliminate obstacles for cultivating growth. The positive attitude with which we assist one another develops open, honest, and genuine connections. Above all, we celebrate and embrace our differences. We invest in each other because we win or lose as a team.

Our values are at the center of our company and culture. At Ottimate (formerly Plate IQ), we value: Growth, Customer Focus, Innovation, Accountability, and Communication.

The Role

As the VP of Customer Success at Ottimate, you will play a critical role in driving customer satisfaction, retention, and revenue growth. You will serve as the face of Ottimate to our customers, leading efforts to build strong relationships and ensure they derive maximum value from our products and services. This role is pivotal in shaping Ottimate's customer success strategy and delivering exceptional experiences that directly contribute to our company's success and growth trajectory.

Reporting directly to (and serving as the right hand of) the Chief Revenue Officer (CRO), you will be a key member of the Senior Leadership Team. Additionally, you will have a dotted line reporting to the Chief Executive Officer (CEO), providing strategic insights and collaborating closely with executive leadership to drive Ottimate's overall success.

Join Ottimate and lead our customer success initiatives, shaping the future of Ottimate by driving excellence in customer satisfaction and retention. If you are passionate about delivering value to customers and thrive in a strategic leadership role, we invite you to apply and become an integral part of our dynamic team!

What You'll Do

• Develop and execute a comprehensive customer success strategy focused on strategic account management, driving retention, expansion, and advocacy within our customer base.

• Own the end-to-end customer journey, including onboarding, adoption, support, and ongoing relationship management.

• Build and nurture strong relationships and establish strong communication channels with key stakeholders at customer organizations, becoming a trusted advisor and advocate for their success.

• Collaborate closely with the CRO and sales team to identify opportunities and drive revenue growth through upselling, cross-selling, and expansion opportunities.

• Lead and mentor a high-performing customer success team, setting clear goals and metrics for success while fostering a culture of continuous improvement.

• Develop and implement customer success programs and initiatives that enhance customer satisfaction, loyalty, and advocacy.

• Work closely with the product team to align customer needs with product development efforts, ensuring our expanding feature set and industry coverage continuously meet customer expectations.

• Define and track key metrics and KPIs to measure the effectiveness of customer success efforts, providing regular insights and recommendations to the executive team.

• Represent the voice of the customer at the senior leadership level, advocating for customer-centric strategies and initiatives that drive business growth.

• Manage and conduct regular on-site visits to customer locations to deepen relationships, gather feedback, and provide personalized support and consultation, ensuring a proactive and hands-on approach to customer success management.

What You'll Need

• Bachelor's degree in business, marketing, or a related field; MBA or advanced degree is a plus.

• 8+ years of proven success in customer success or account management roles within high-growth technology companies.

• Demonstrated experience owning customer retention strategies and driving upsell/cross-sell initiatives to maximize customer lifetime value and revenue growth.

• Ability to build and nurture communities within customer bases, fostering strong relationships, advocacy, and loyalty among customers.

• Strong understanding of revenue-driven customer success methodologies and a strategic approach to driving business outcomes.

• Ability to think strategically, leverage data-driven insights, and solve complex problems to achieve business objectives.

• Proven track record of leading and developing high-performing customer success teams, fostering a culture of continuous improvement and accountability.

• Passion for delivering exceptional customer experiences and a deep commitment to understanding customer needs and challenges.

• Excellent verbal and written communication skills with the ability to influence and collaborate effectively across all levels of the organization.

• Ability to translate customer insights into actionable strategies that align with company goals and contribute to long-term growth.

• Willingness to stay updated on industry trends, customer success methodologies, and emerging technologies to drive innovation.

• Must be willing and able to travel extensively to meet with clients and represent Ottimate at industry events (estimated travel up to 50% of the time).

What We Value

At Ottimate (formerly Plate IQ), we value a growth mindset and seek high-performing, creative individuals who dig into problems and see the opportunities for success.

• We value those who believe improvement is always possible. At Ottimate (formerly Plate IQ), everything is a work in progress - we see room for growth in all areas

• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function within the company

• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply

What You'll Receive

We care deeply about making Ottimate an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work.

The specific benefits/perks we offer are continually evolving, but currently include:

• Work from home in an energetic remote-first environment that supports flexible working hours and understands work-life balance.

• Competitive salary based on skills & experience.

• Medical, Dental, Vision and other Company-Subsidized Benefits for you and your family.

• Employer sponsored 401(k) with company match.

• Paid Time Off (and the encouragement to use it).

• Annual company retreats.

• Promote from within philosophy.

Beyond the tangible benefits though:

• You will be part of a growing team, at a pinnacle moment of scale for the business, and experience the excitement of working in a startup where each action makes a huge difference.

• You will have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and infrastructure to ensure you're constantly challenged and developing.

• You will work with sharp, passionate teammates solving some of the most unique challenges and positioning our product as a premier finance automation solution.

• Our commitment to empowering a diverse and inclusive workforce, celebrating differences, and creating a safe space for our employees to bring their whole selves to work is second to none.

• We are transforming entire industries using innovative technology including Artificial Intelligence, Payment Tech, and Neural Networks.

• Our leaders lead with a people-first approach; inspiring excellence, nurturing ideas, and finding creative ways to eliminate obstacles for cultivating growth.

• We truly love what we do and who we do it with - and we think you will too!

Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.

#LI-Remote