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VP Customer Success

Atlanta, GA, USA | Cox Automotive

  • Industry:
  • Position Type:
  • Functions:
    General Management
  • Experience:
    12-15 years
    15-20 years
Job Description:
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Videa was created to deliver the only live, supply-side marketplace for full-schedule, forward reserve broadcast TV station inventory that can be ordered weeks or quarters in advance.

We come from TV and are passionate about maximizing the value of television.So we built the technology that works the way sellers and buyers transact today, except we’ve built it to also support a more automated sales process that allows for efficient negotiation. Plus, it reinforces order transparency and optimized, station controlled pricing.

We also offer order stewardship services and avails delivered to the buyer in seconds.

Buying and selling media shouldn’t have to be so time consuming; with Videa, it won’t be.

The Vice President of Customer Success has responsibility for the onboarding, training, engagement, support and optimization of Videa customers (both buy & sell) to utilize the Videa platform during the customer life cycle experience.As it relates to this customer journey, this position has the responsibility to develop and implement the ongoing Customer Success vision and roadmap.This roadmap must be aligned to the needs of our customers (buy & sell) while also ensuring it aligns to the company’s goals as an organization.The leader in this role will build and lead a world class Customer Success & fulfillment team to help design, deliver and measure the customer experience and outcomes, including the identification, prioritization, and delivery of critical initiatives to support that target experience.

This role will require experience in both media & technology businesses, and how they intersect. A high proficiency of project management skills is also a must since the role will balance the needs of the day to day order life cycle vs. the longer term ability to alter and improve the key focus areas of the organization.Proactive and strong communication skills are a must.The organization at present consists of key units of customeronboarding, solutions, engagement, success and support.The leader will coordinate cross-functionally and facilitate the team’s response to issues and challenges that arise in the day to day service delivery.


Ability to establish clear goals aligned with company strategy, manage to them, and effectively report on progress

Ability to manage multiple complex, high visibility or high impact projects simultaneously

Ability to negotiate, influence and build credibility with internal teams

Innovative, strategic thinking balanced with analytical, process orientation

Continuous drive for improvement, sense of urgency

Organized and prepared

Familiar with technology and software delivery methodologies, particularly agile development approaches

Effective leading and participating in interactions with senior leadership both internally and at customers

Experience in building processes and driving coordination between many departments

Experience with Salesforce, Pendo or similar, Gainsight or similar a plus


Ensure the post-sales delivery of the Videa solution to station customers

Develop and drive the customer experience vision and roadmap including definition of the end-to-end customer journey; identify, prioritize, and drive initiatives to deliver the target customer journey

Manage and improve day-to-day processes required to shepherd orders through the order lifecycle, including timely execution of manual processes; work to streamline or eliminate manual processes over time

Build relationships at the senior levels of operations at all customers to deeply understand their challenges and opportunities and help continuously evolve the customer experience to better meet their needs

Respond quickly and effectively to customers’ challenges and issues with the product; learn effectively from experience to improve team processes and the product

Evaluate existing customer onboarding program and make additional improvements to better drive both immediate and sustained adoption

Work with customers to identify challenges/barriers to full utilization of the software and develop short-term and long-term solutions to those challenges

Evaluate and refine Tier 1 Support processes to drive desired customer outcomes and customer satisfaction; provide feedback from T1 Support effectively to product team and leadership


Evaluate and refine Customer Success metrics approach

Use varied sources of quantitative and qualitative data to understand and improve the customer experience; use data to drive focus, prioritization, execution and accountability

Define and track operational metrics for the Customer Success team

Expose subset of customer and operational metrics to executive team and company

Identify any gaps in measurement capabilities and develop solutions to fill gaps


Collaborate with the Leadership Team – Advocate for Customer

Participate on the Senior Leadership Team, bringing the voice of the customer to strategic and tactical decisions, and disseminating leadership discussions and decisions to the Customer Success Organization

Serve as the Customer Success thought leader and change agent/catalyst to initiate needed culture change across the company

Work collaboratively with other departments, including sales, platform adoption, marketing, product, technology, etc to drive customer success

Provide insight and data to advocate effectively for customers/end-users in the product prioritization process

Lead the Team

Build a world-class Customer Success team; recruit and retain talented members; design a team structure that can scale appropriately as the business grows and can also adjust to increasing automation of manual tasks

Create a culture of accountability and results

Lead, develop and inspire a team of Customer Success experts to continually learn and leverage industry best practices, cultivate insights, and drive customer / business value


Be a leader and steward for all of Videa; look for opportunities to support and grow emerging leaders across the company

Champion the Customer Success mindset across the company

Seek continuous personal growth and learning in own role and in media industry 


Experience with designing and leading Tier 1 Customer Support team

Demonstrated success measuring results and driving continuous improvement based on analysis of those results

Proven success designing, scaling, and leading a team; enthusiastic and creative leader with the ability to inspire others

Bachelor’s degree in related field, MBA or master’s degree preferred

Exceptional communication and presentation skills

Media industry experience preferable, including sales and/or operations

12-15+ years business experience with 5+ years focused on Customer Success, Customer Experience, or Customer Implementations including leading and managing customer experience strategies, designing customer onboarding, and driving customer adoption

Deep knowledge of best practices for operational excellence and customer experience management in a B2B SaaS environment

Strong business acumen and project management expertise with a successful track record of implementing customer experience and insights to meet and exceed business goals

Process improvement/change management experience: concrete examples of having identified problems and opportunities from a customer standpoint and proven results implementing solutions

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