Vice President, Client Success

SmartRent is seeking an experienced Vice President of Client Success to lead the development and execution of multiple client programs, ensuring a seamless handoff from sales to post-sales, while aligning deliverables with our clients' business goals and objectives. This role is pivotal in ensuring client satisfaction, retention, and long-term success, as well as driving strategic initiatives that result in measurable outcomes for both the client and SmartRent.

Responsibilities:

• Own the Client Experience: Lead the client success and account management teams in building proactive, meaningful relationships with clients to drive revenue growth, retention, and expansion opportunities.
• Strategic Client Engagement: Develop and execute comprehensive client engagement strategies that enhance satisfaction, deepen client relationships, and ensure alignment with business objectives.
• KPIs & Results-Driven Environment: Define and establish a clear set of KPIs and key success metrics for the client success organization. Foster a results-oriented culture focused on measurable impact, client retention, and revenue growth.
• Client Journey Optimization: Work cross-functionally to review and refine the client journey and internal processes, identifying opportunities to enhance the overall experience. Ensure all client interactions are meaningful and deliver significant value.
• Account Growth & Expansion: Identify and pursue new business opportunities within existing accounts. Develop expansion strategies to increase account penetration, upselling, and cross-selling within the client portfolio.
• Client Success as a Strategic Enabler: Evolve the Client Success function to be a critical business enabler by anticipating clients’ needs and delivering a best-in-class experience. Serve as a trusted advisor to both clients and internal stakeholders, informing broader business initiatives and product development.
• Leadership & Team Development: Build, mentor, and lead high-performing client-facing teams, including account managers, project managers, and implementation teams. Foster a culture of excellence, accountability, and continuous improvement.
• Collaboration & Partnership: Partner closely with sales, product, customer support, and other departments to ensure that all client needs are met and that SmartRent remains a trusted partner for all clients.

Qualifications:

• 7+ years of leadership experience in client success, account management, consultative sales, or business consulting, ideally within a SaaS environment and at a large scale.
• 5+ years of experience working in a technology company, preferably within a SaaS model, with a proven ability to scale teams and processes.
• 2+ years of experience in a fast-paced startup, with a track record of quickly adapting to evolving business needs and client demands.
• 2+ years of experience managing project management or implementation teams, with a focus on delivering complex, multi-phase projects.
• Proven ability to build and lead high-performing client-facing teams, with a focus on client retention, revenue growth, and delivering exceptional client outcomes.
• Strong analytical and strategic mindset, with a data-driven approach to decision-making and problem-solving.
• Excellent communication and relationship-building skills, with the ability to influence senior leadership and act as a trusted advisor to clients.

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