We’re looking for a Vice President of Client Success to lead strategic initiatives that drive client success, experience and satisfaction among our clients worldwide.

Engaging Networks

Engaging Networks is a fast-growing, global software company with head offices in Washington, D.C. and London. Our team members are excited about what we’re achieving together as a company, and even more by what we are helping our nearly 500 nonprofit clients worldwide to achieve, using our constantly improving technology. We’ve created a fun and energetic work environment that is focused entirely on helping our clients and their missions to succeed. This focus, and our team’s hard work to continuously innovate, have produced strong growth in our business of typically about 30% or more each year.

Many of the world’s leading nonprofits have chosen the Engaging Networks integrated software platform to power their digital fundraising, advocacy, email and SMS marketing, as well data management and donor engagement. These inspiring organizations include Amnesty International, WWF, Human Rights Campaign, Oxfam, PETA, Humane Society of the United States, The Nature Conservancy, National Geographic Society, Ocean Conservancy, National Wildlife Federation, American University, Lurie Children’s Hospital, Huntsman Cancer Foundation, Southern Poverty Law Center, Unicef Canada, Cancer Research UK and the UK Labour Party, just to name a few.

Overview

The Vice President of Client Success at Engaging Networks leads strategic initiatives to drive client success, experience and satisfaction among our clients worldwide. This highly visible role oversees relationship management efforts with clients and partners in key regions such as Washington D.C, San Francisco, NYC, Toronto and London, while cultivating strong partnerships to enhance the client experience. You will manage a team of 20 professionals, including five Director-level leaders in the USA and the UK, while ensuring alignment with Support, Success and Learning objectives across all regions.

Driving digital transformation and service design initiatives, the VP collaborates cross functionally to identify opportunities for innovation and help execute on these opportunities. From client onboarding to account growth and retention, the VP works to ensure a seamless client experience that drives client success and maintains  or increases our current client retention rate of at least 97%, and net renewal rate of > 100%. You will lead the team that is on the front line of annually achieving and building on this key retention metric – the single most important measure of our company’s success.

Strategic leadership is crucial, with responsibilities that include contributing to product enhancement strategies, aligning client success with organizational goals, and fostering professional growth for team members. Service level optimization, leadership development, and partnering with our Product and Growth teams for effective GTM and product marketing campaigns are all vital aspects of this role.

Responsibilities

Qualifications

Engaging Networks is a dynamic business. Everyone on the team supports our entrepreneurial approach to meeting company objectives. This means helping and supporting the work of others, and acknowledging that hard work is an essential ingredient to the success of any growing business. Some specific requirements are listed below.

Requirements

Bonus Points

People Management

Reports to: President/COO

Direct Reports: Senior Director Account Success, Director of Client Success Operations, Director of Client and Partner Experience, Director of Learning, Director of Tier 2 Client Support

Travel

10% – 30% of your time will be spent away from your home office location

Location

The ideal candidate will be based in the Washington, D.C. area, or at least in the Eastern Time Zone of the USA. But we will also consider “star” candidates who are located elsewhere, including in the UK.

Performance Indicators

Gross Client Retention Rate

Net Client Renewal Rate

Customer Satisfaction (CSAT) Score

Compensation

Base Salary: Starts at $145,000, or higher based on proven abilities and experience

On Target Annual Bonus:  30% of salary

Engaging Networks also offers an ample benefits plan, vacation and paid parental leave. Specific benefits will vary according to whether you are located in the USA, Canada, the UK or elsewhere.

Women and minorities are strongly encouraged to apply. Engaging Networks does not discriminate on the basis of race, religion, national origin, color, sexual orientation, gender identity, sex, age, veteran status or disability. We value diversity and strive in our hiring practices to give equal opportunity to all qualified job applicants.

If you are interested in applying, please send a resume/CV to [email protected] with the subject line “VP, Client Success.” Also tell us why you believe you are a good fit for this opportunity.

To all recruitment agencies: We do not accept resumes from agencies and are not responsible for any fees related to unsolicited resumes.