Overview

The future of business is being written by companies that put customer experience above all else. Whether enlightened incumbents or aggressive disruptors, companies taking share in today’s economy have a common thread: they deliver well-designed products and digital experiences through iterative, customer-centric practices.

The best teams in the world rely on InVision to deliver amazing digital experiences. We have learned from Uber, Airbnb, Netflix, [Insert 3 more hot names] and others what it takes to be successful on this journey to design excellence. The mission of InVision’s Customer Success organization is to share these innovative best practices with our enterprise customers so they can deliver better digital experiences, faster, together. As we help teams to accomplish this, we also work to expand the depth and value of our relationship with them.

If you have a passion for design, customer success, and building awesome teams, we’ve got 2 million users, enthusiastic enterprise customers, and a career-defining leadership opportunity for you.

Responsibilities:

Efficiently expand enterprise relationships by delivering value

  • Become a strategic partner to key accounts (advisor on best practices in design & product development, not just how best to use InVision’s platform)
  • Improve retention rates among at-risk customers
  • Generate expansion revenue through upsell and seat expansion
  • Segment and prioritize accounts to map support level to opportunity

Provide strategic support to product development

  • Build and maintain customer advisory council relationships
  • Create a feedback channel for InVision’s product team by arranging customer validation meetings and beta customers
  • Capture data on product requests to build business cases for product development
  • Uncover future product opportunities by understanding customer needs & priorities
  • Identify opportunities to optimize pricing and packaging

Develop customer champions and success stories to incorporate in marketing

  • Develop reference customers with clear stories of how InVision helped achieve their business objectives
  • Recruit customers to speak at webinars & events
  • Help develop content to cement InVision as the thought leader in digital experience design (e.g. annual trends & benchmarking reports)

Build a world-class customer success team

  • Provide consistently excellent support to customers (responsiveness, quality, service)
  • Ensure the team is happy, motivated, and challenged
  • Create a culture of learning and continuous improvement
  • Attract top talent, scaling the organization quickly and significantly.

REQUIREMENTS

  • 10+ years experience in leading customer-facing organizations, ideally in a hyper growth SAAS environment
  • Previous experience managing other managers preferred
  • Deep understanding of process for interfacing with product and marketing teams
  • Ability to influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

BENEFITS

  • Highly competitive salary
  • Stock options
  • Premium health coverage
  • Macbook Pro
  • Membership at health club of your choice
  • Unlimited books from Amazon
  • Unlimited Starbucks card
  • Half-day Fridays!

About InVision

InVision gives teams the freedom to design, review, and user test products—all without a single line of code. With intuitive tools for prototyping, task management, and version control, it's your entire design process, all in one place.

We enable companies of all sizes to discover the power of design-driven product development. That’s why more than 2,000,000 designers, product managers, marketers and other stakeholders at so many of the world’s most loved startups, agencies, & corporations use InVision every day, including Uber, Evernote, Twitter, Adobe, Salesforce and many more.

We are a funded startup with a bootstrap mentality, but we really value our talented team. What's that mean for you? Highly competitive salaries PLUS great options packages that get you in early on what is going to be a bright future.

Who says you need to move to work at a great company? Not us. We know there's great talent all over the place and we are a completely distributed company. Do great work from an environment that you're comfortable in.