Vice President of Customer Success

San Francisco

Formation is seeking a VP of Customer Success to lead and build the Customer Success Team. We are looking for a skilled leader that will drive business and technical processes while building long-term customer relationships with our Fortune 500 clients.

We are looking for a skilled leader that can advise and lead the team through high growth. Your will vision will deliver transformative solutions via cross-functional, collaborative teams. Your partnership with product management will help you to collect, shape and prioritize platform requirements and to inform the Formation platform vision. You will develop and nurture deep relationships  with executive teams of the world’s leading brands to help their businesses thrive and through more meaningful experiences for their customers.

Key Responsibilities:

  • Distill leadership decisions within the Customer Success team and prioritize according to company goals
  • Build relationships with a diverse set of stakeholders internally and externally to garner support for the strategic implementation of the Formation platform
  • Manage the delivery of Formation solutions, from early solution visioning, through development, to delivery and handoff
  • Ensure that our customer's needs are being heard, internalized and translated into product enhancement requests
  • Ensure that the processes and disciplines are in place to best serve  our customers

Skills and Experience:

  • Experience building and growing Customer Success teams through rapid scale
  • Experience in marketing technology with an emphasis on implementing large-scale, complex enterprise SaaS products
  • Proven tT\rack record of building trusted advisory relationships with executive-level enterprise clients
  • Able to balance between advocating for internal team and customer needs
  • Experience setting up and running efficient, lightweight, multi-stakeholder business processes
  • Proven track record of providing a consultative and solution-oriented approach for customers
  • Empathetic to customer and end-user needs, with the ability to translate those needs into product solutions
  • Experience in using data to derive ROI / value consulting

About Formation

Formation distills complex customer data into uniquely tailored experiences; we orchestrate physical and digital exchanges into one seamless journey. Our business is building lasting, trusted relationships between people and brands—and making it look easy.

We're already reaching millions of people a day, and we're just getting started. Our founding leadership is equal parts business, design, and engineering—because we believe differing perspectives + passionate discourse achieve the greatest outcomes. We are collectively talented, but also humble. We give our whole selves. We love learning new things.

Formation is committed to inclusion and diversity and is an equal opportunity employer.  All applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.

If you're up for the challenge of a lifetime, we're looking for outstanding talent to join our team.