VP, Client Success

Meet Zartico, the world’s only Destination Operating System.

 

Job Overview

As VP, Client Success you will operate as an executive responsible for leading client success operations, ensuring client satisfaction,  loyalty, and retention. You will map and oversee the entire client journey, from onboarding to retention, and devise strategies to: 

  • Improve client satisfaction

  • Reduce client churn rates

  • Maximize client lifetime value

 

This is a pivotal leadership role that directly impacts the success of Zartico by retaining revenue through best-in-class client success strategies and ensuring clients continue to derive value from our evolving solutions.

 

What You’ll Do

Client Retention & Revenue:

  • Develop and implement strategies to drive client retention and revenue retention, ensuring clients continue to see value in Zartico’s offerings.

  • Own critical metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Churn Rate to ensure client success translates directly into business outcomes.

Leadership & Team Development:

  • Lead, mentor, and develop a high-performing Client Success team that is accountable for delivering results at scale.

  • Make swift, tough decisions regarding underperforming team members to maintain a culture of excellence and accountability, ensuring alignment with Zartico’s strategic objectives.

Client Health & Success Metrics:

  • Define and monitor client success metrics to track client satisfaction and health throughout their journey ensuring all necessary leading indicators for identifying risk early.

  • Conduct ongoing cohort analysis to understand key themes/trends that influence important business outcomes.

  • Provide visibility to executive leadership through regular reporting on client health, risk, and success initiatives.

Cross-Functional Collaboration:

  • Collaborate with key internal stakeholders, including Product, Marketing, Sales, and Engineering, to align client success strategies with product development, ensuring seamless client experiences.

  • Advocate for clients internally to ensure feedback influences product roadmaps and improvements.

Scale Client Success at Zartico:

  • Build scalable processes and systems that support client success efforts across a diverse and growing client base.

 

Who You Are

  • Leads with Strength: Inspires and motivates the team while making tough decisions when needed.

  • Solves Problems Naturally: Tackles complex challenges with innovative solutions.

  • Drives Results: Focuses on measurable outcomes like retention and client satisfaction.

  • Develops Others: Invested in mentoring and growing team members.

  • Adapts Quickly: Works autonomously in a fast-paced environment, prioritizing effectively.

  • Advocates for Clients: Committed to ensuring client success and championing their needs internally.

 

What You’ve Done

  • Minimum of 12 years of professional experience in the  Client Success field

  • Minimum of 10 years of experience leading and managing growing teams.  

  • Experience working in a fast-growing start-up culture, thriving in dynamic environments, and scaling customer success operations during periods of rapid growth.

  • Demonstrated experience in building and turning around customer success teams, with a focus on creating, optimizing, and improving systems and processes to drive retention and scalability.

  • Experience leveraging CRM systems (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, Totango) to drive scalable customer success operations. 

  • Strong background driving customer retention and reducing churn

  • Ability to manage up, down, and across with an entrepreneurial mindset.

  • Expertise in developing and implementing new frameworks and processes that drive customer success and accelerate product/service adoption

  • A successful history of understanding data, building insights, and connecting data to business strategy.

  • Exemplary presentation skills and relationship skills both in person and in virtual settings. 

  • Ability to use data-led insights to create a compelling storyline.

 

Nice to Have

  • Strong preference for candidates based in the Salt Lake City area.

 

Why Zartico? 

Zartico is a SaaS technology company that uses data science and AI to create strategic planning and optimization solutions for destination leaders.

 

Zartico inspires positive change by empowering visionary leaders. Through the embrace of data-led decision-making, agile optimization, and a commitment to continuous strategic planning, Zartico guides destinations toward a future marked by innovation and excellence. This is our meaning of “Powering the Possibilities of Place.”

 

Destination leaders champion strategic planning as an ongoing process and use data with context to optimize actions for greater future impact as defined through our four Strategic Planning Principles. By utilizing ZDOS, destination leaders can easily apply Zartico’s principles to guide their work in moving their communities forward. 

 

Zartico Culture

Zartico is a work-from-anywhere organization where our company values shape and guide our teams to excel despite being miles apart. We communicate asynchronously, work autonomously, and take ownership of our work, to create flexibility, trust, balance, and a sense of belonging and connection for all Zarticans. Through our open communication, shared company goals, mutual respect, and commitment to employee growth and development, Zartico creates a gratifying work environment where each Zartican is valued, trusted, and encouraged to develop personally and professionally. 

 

Our core values at Zartico:

  • We believe in a growth mindset. We are a learning organization.

  • We emphasize focus because we know that to achieve big dreams, you have to execute and get the small stuff right.

  • We lead with inclusion and value diversity. We believe in diversity of thought, perspective, and experience. Diversity of experience and perspectives creates a more robust product and more beautiful world. 

  • We dream in color and code. 

  • We hustle. 

  • We are humble and know that the sum of our parts is greater than any one of us as individuals. 

  • Above all else, we do the right thing. We believe in transparency, accountability, honesty and integrity. 

 

Zartico Benefits & Perks: 

  • Work from Anywhere organization which provides flexibility for work and personal life

  • Annual All-Company Meeting in Salt Lake CIty

  • Health, Vision and Dental w/full subsidy for employee-only premiums

  • HSA & FSA options available. 

  • Unlimited PTO (after 3 months of employment)

  • 11 Paid company holidays

  • Winter Break (Dec 24th - Jan 1)

  • 401(K) plan 

 

We’re building a global community—one that’s safe for people of all backgrounds. We are an equal opportunity employer where our diversity and inclusion are central pillars to our company strategy. We look for applicants who understand, embrace and thrive in a multicultural and increasingly globalized world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. When you join our team, you join the Zartico family.

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