About The Position

Ready to take your career to the next level?

Kenshoo is looking for the best and the brightest to join our growing team.We're proud of our industry-leading digital marketing software but we're even prouder of the people behind it. That's where you come in!


The Vice President, Client Success, Social will operate as an executive leader of the Client Success team for Kenshoo’s Social business unit. This role directly manages multiple Client Success teams comprised of Client Success Directors and Client Success Managers. The role directly manages teams based in Kenshoo’s San Francisco, Chicago, and New York City and works closely with the Social team in London, UK office.


  • Operate as an executive leader of the Client Success team for Kenshoo’s Social business unit in North America. This role directly manages multiple Client Success pods comprised of Client Success Directors and Client Success Managers. Pods are based in Kenshoo’s SF, Chicago, and New York City offices.
  • Build a best in class client success framework and organization. Create and nurture a culture centered around client growth and excellence in service.
  • Continue to build a best in class team, attracting high impact managers and individual contributors into team
  • Drive Customer Success outcomes: Grow the Social business unit. Monitor and impact key business health metrics such as client media spend, client performance metrics, contract renewal rates, and churn.
  • Define and Optimize the Customer Lifecycle: Map customer journey; Develop listening points in the journey (e.g., usage, engagement, etc.); Standardize interventions for each point in journey; Define segmentation of customer base and varying strategies; Identify opportunities for continuous improvement; Learn from best practices in the industry
  • Own the virtuous cycle of client feedback to product development. Make contributions to our product strategy, backed by quantitative analysis, an understanding of market trends, and the needs of our customers.
  • Co-lead client advisory programs with Kenshoo’s head of Social Product
  • Support Sales efforts, Finance efforts surrounding measurement and forecasting
  • Build and maintain strong, long-lasting executive customer relationships; develop a trusted advisor relationship with key customers

  

Definition of Success:

  • Hiring the right talent
  • Building the right culture, oriented around customer growth, excellence in service
  • Increase team satisfaction, retention, and career trajectories
  • Bring new ideas and ways of working. Build new and successful frameworks and programs.
  • Make a material impact on client growth and Kenshoo’s core business health metrics

Requirements

Position Requirements:


  • A growth mindset.
  • Embody the company values of innovation, passion, and humility.
  • Leadership experience driving customer-facing, or marketing organizations. A track record of excellence in Client Services, Customer Success, or Marketing/Growth functions.
  • Operationally oriented, results driven. 
  • Performance marketing, specifically Facebook marketing experience preferred
  • Strong empathy for customers and a service mindset
  • Experience in managing projects with multidisciplinary teams
  • Based in the San Francisco Bay Area, able to travel 10% - 20% of their time
  • Start-up or entrepreneurial experience preferred
  • B.A. or B.S. required




Equal Employment Opportunity:

Kenshoo, Inc. is an equal opportunity employer. We strongly encourage and seek applications from women, people of color, and bilingual and bicultural individuals, as well as members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical condition including acquired immune deficiency syndrome (AIDS) and AIDS-related conditions. Also pursuant to the San Francisco Fair Chance Ordinance, we encourage and will consider for employment qualified applicants with arrest and conviction records. 

 Kenshoo, Inc is an E-Verify employer.

Applicants with Disabilities: 

Reasonable accommodation will be made so that qualified disabled applicants may participate in the application process. Please advise in writing of special needs at the time of application.

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