Overview

The Opportunity:

Infinicept is a thriving, innovative, fintech company headquartered in Denver, CO seeking an ambitious, driven, Vice President of Customer Success professional to join our rapidly growing team. Infinicept provides all the advantages of embedded payments to vertical software companies without all the usual disadvantages. Our tools and services simplify everything from onboarding and underwriting to administration and service. Our customers have more foresight, more freedom, and more follow-through across the entire process of embedded payments. Industry leaders such as Fivestars, Patientco, and NCR all use Infinicept. With over 200 customers in 25 countries, the Infinicept platform is growing at 800% per year, and reached #95 on the Inc. 5000 list in 2020. We offer an exciting, dynamic environment, using the latest technology to shape the future. We are seeking people who want to make a difference and who thrive in a collaborative environment where success is the ultimate result.

Who You Are:

As Vice President of Customer Success, you are someone who finds delight in solving the simple and difficult when it comes complex customer problems. You thrive in environments that call for extensive multi-tasking, strong communication, and an attention to detail that empowers our customers to get maximum return on our products and services. You love leading and developing people, managing multiple customers’ needs, and loves to always be on the go in a constantly changing environment. You are someone who preemptively sees customers’ needs as they move past implementation and are eager to support our Customer Success Managers in providing exceptional advice and solutions to customer needs.

What You Will Do:

You are a true professional leader who can concurrently drive the company towards higher levels of install base revenue and improved customer/user experience. Ensure an exceptional experience for our customers by understanding their business objectives and helping to drive adoption of core functionality. You will build a strategy and team responsible for the post-implementation customer lifecycle, including delivering on retention, revenue growth, and expansion of customer engagement and net-promoter scores.

  • Envision, build, and lead a proactive, modern enterprise class B2B SaaS customer success function.
  • Lead a team that interfaces across multiple stakeholders in client organizations – from C-level executives to technical subject matter experts.
  • Bring excellent situational awareness and adaptability to the customer management/success process, resulting in better client relationships and outcomes.
  • Have a balanced approach that yields continued movement to a world-class, mature customer success function but also pivots and responds nimbly to short term priorities and/or large customer specific projects that require the new leader or their team to become quickly involved.
  • Be very revenue driven, not only focusing on customer/ user experience, but also retention, renewals, and upselling.
  • Be comfortable toggling between strategic process development, team leadership, and individual contribution with key initiatives and customers.
  • Accurately diagnose underlying customer pain points to assist Product Management in enhancing the roadmap and prioritization of platform development areas.
  • Bring metrics and increased accountability across the company for customer success, leveraging a clear set of quantifiable metrics and treating the client portfolio as their own P&L.
  • Coordinate closely with Product Management, Implementations, Sales, Support, and Marketing to ensure that Infinicept’s value proposition is well positioned, customer expectations are set correctly, and the company delivers on its promise and key areas of differentiation and value-creation.
  • Actively engage (especially in the short run) in customer support through Slack, phone, and email to provide in-depth, knowledgeable answers. Team with the VP of Enterprise Support to ensure that the company increasingly has a well-run “reactive” support function coupled with a “proactive” customer success function that drives retention and NPS.
  • Model and support a culture of high performance, adaptability, cooperation, excellence, growth, and mutual respect.

Core Requirements:

  • 8+ years’ experience leading customer success in an enterprise class B2B SaaS environment. Experience with payments (a payments company or software company that has payments functionality in their platform) is a plus.
  • Prior experience in a high-growth, venture stage, rapid scaling environment, growing from dozens to hundreds of employees.
  • Great presence, including the ability to listen well, communicate effectively, and build confidence and support from all key internal and external stakeholders.
  • High business acumen – able to connect their customer success goals and priorities with line-of-sight to shareholder and P&L.
  • Solid management experience, including leading lean and nimble customer success teams.
  • The ability to determine key “boundaries” for customer success, including a knowledge of when and how to say “no” to a customer.
  • Great teaming ability — across key functional areas, especially sales, marketing, engineering, product management. and customer service teams.
  • A successful track record with enterprise customers.
  • Outstanding communication and influencing skills evidenced by a track-record of driving results across stakeholders at all levels in the organization.
  • High adaptability and the ability to fluidly move between leading and developing people, managing multiple customers’ needs, and being in a constantly changing environment.
  • A bachelor’s degree (required) with strong preference give to those who possess an MBA (preferred) or related graduate level education.

Benefits for You:

Infinicept believes that all team members play an important role in our company’s success. That’s why we strive to provide you with a competitive and comprehensive benefit program. We offer:

  • Competitive salary (range: $125,000/annually – $200,000/annually)
  • Flexible vacation policy
  • 15 paid company holidays per year
  • Comprehensive health, dental, and vision benefits
  • 401(k) with company match
  • Flexible work from home policy
  • Dog-friendly office
  • Efficient in-office gym
  • A progressive, passionate work environment
  • An amazing team dedicated to both the company’s mission and your success!

Infinicept Core Values:

  • Do the Right Thing
  • Be Excellent (but perfect is impossible)
  • Have Integrity
  • Act Like an Adult
  • Eat and Drink Well

Work Environment:

Work in a typical office environment with other staff speaking on phones or engaging in limited team conversation. The role will involve long periods of stationary movement and frequent use of computers and other hardware. Physical efforts to carry out job duties may include some standing, bending, lifting, limited stretching, and reaching.

As part of our dedication to maintaining an inclusive and diverse workforce, Infinicept provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, or genetics. In addition to federal law requirements, Infinicept complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

*We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas currently.

**No external recruiters or agents, please.