The Ideal Profile for a Great VP of Customer Success in SaaS

The role of a Vice President (VP) of Customer Success has become increasingly prominent in the SaaS industry. To truly excel, a great VP must possess a unique blend of traits that align with the specific needs of each company and stage of growth. This article delves into the four key traits: empathy, communication, operations, and outcome orientation, providing insights to help businesses make the right hire.

Empathy

Empathy should be at the core of a successful VP of Customer Success. The best leaders in this role truly understand their customers better than anyone else in the company. Empathy is crucial for building a customer-centric team and ensuring that the interests of the customers are represented accurately at all levels of the organization.

A potential VP of CS who demonstrates strong empathy can bring a unique perspective to the table. They have experienced the customer journey from various angles, whether through direct exposure to customers by leading a base team or through research and fieldwork. However, while empathy is a critical trait, it is important to recognize that it can sometimes make the leader feel “different” within the team. This cognitive dissonance is a sign that the customer’s voice is having a significant impact, which can lead to valuable insights in meetings and discussions.

Communication

Effective communication is another vital trait for a VP of Customer Success. The communication style of CS leaders often differs from those in sales or marketing roles. Rather than aligning everyone to a vision or solution, CS leaders frequently adopt a more critical and problem-focused approach. This can introduce a new dynamic to the team, prompting everyone to think critically about potential barriers to customer success.

When hiring a new VP of CS, it is crucial to strike a balance between their critical lens and the existing communication style of the leadership team. Each CS leader may have a unique communication style, and their success will depend on how well they can integrate into and influence the team's overall communication dynamics.

Operations

VPs of Customer Success often wear multiple hats, functioning much like a Chief Operating Officer (COO) within the company. They oversee large, multifunctional teams, including implementation, support, Customer Success Managers (CSMs), and Customer Success Operations. They also manage their own performance and operational budgets, which can be significant.

The key to finding the right candidate is to identify individuals who are operationally savvy but not overly focused on operational details. Some candidates may be primarily operations-focused first, which can be beneficial for certain roles but may not align well with the customer-centric nature of a CS role. Conversely, other candidates may lack the necessary operational skills, which could hinder their ability to manage the broader responsibilities of a CS leader.

It is helpful to pair operational candidates with more empathetic, communication-driven leaders. The right combination can create a winning team that effectively balances operational excellence with customer-centricity.

Outcome Orientation

Like sales and marketing leaders, a VP of Customer Success should be outcome-oriented, metrics-driven, and capable of driving results. They should be able to align with sales and marketing leaders to achieve mutual goals and drive their teams to success. This often involves using incentive programs and promoting teamwork to maintain a motivated and energetic team.

A successful VP of CS must understand how to motivate their team and themselves. By tapping into what drives their own motivation and translating that into actions that inspire their team, they can achieve significant results. They should also be able to hit specific metrics and numbers on a monthly or quarterly basis, demonstrating clear outcomes and success.

Conclusion

By focusing on these four key traits—empathy, communication, operations, and outcome orientation—businesses can make informed decisions when hiring a VP of Customer Success. The right blend of these traits can lead to a highly effective leadership role that drives customer satisfaction and business growth.