FAQs
What is the primary focus of the Vice President, Customer Success role?
The primary focus is to lead the Academia & Government customer success group, ensuring customers realize value from products and services to drive customer retention and business growth.
What is the required educational background for this role?
A Bachelor's degree or higher in a related field, such as Library Sciences or business management, is required.
How many years of experience is required for this position?
A minimum of 10 years of experience in customer success is required, preferably in a multi-product environment.
What type of leadership experience is expected?
Significant people leadership experience is expected, with a proven record of leading customer success groups of at least 50 people or more in a global environment.
Is a Master's degree preferred for this role?
Yes, a Master's degree in library science, business, or a related field is preferred.
Are there any language requirements for this position?
Being multi-lingual is a plus, but not explicitly required.
Is occasional business travel required for this role?
Yes, the role may require up to 20% of business travel, including international travel.
What industries should candidates have experience in?
Candidates should have experience in the Higher Education or Research industries, either from a vendor or institution side.
What are some key responsibilities in this role?
Key responsibilities include leading a global customer success group, optimizing customer lifecycle, tracking customer success metrics, driving collaboration with other functions, and participating in strategic initiatives.
What type of work environment can candidates expect?
This is a full-time, salaried role primarily aligned with the candidate's time zone, with a hybrid work model requiring at least two days per week in the office.