Who We Are 

PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration. We are a SaaS company that operates in a fast paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work collaboratively around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for our customers. 

Job Summary

The Vice President of Customer Success serves as a strategic leader responsible for driving customer satisfaction, retention, and revenue growth across a portfolio of enterprise and mid-market clients. This role partners cross-functionally with Product, Sales, Marketing and Support to deliver a seamless end-to-end customer experience and foster strong, long-term client relationships. The VP of Customer Success leads and develops a high-performing team focused on designing, implementing, and scaling customer success programs that optimize on-going client relationships, accelerate product adoption, and maximizing overall customer value.

What You’ll Do

• Lead a Customer Success team that focuses on best-in-class customer service as measured by customer satisfaction, retention, adoption, growth and engagement.
• Responsible for increasing renewals, reducing churn, and driving expansion (upsell/cross-sell) revenue.
• Track, analyze, and report on key performance indicators (KPIs) such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Net Promoter Score (NPS).
• Define and optimize the end-to-end customer journey, including onboarding, adoption, and retention strategies.
• Use data to drive strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription.
• Create the tools and framework to ensure real-time access to customer adoption and usage rates, and to flag opportunities for risk-mitigation and value optimization.
• Serve as lead customer advocate inside the organization, reporting regularly to the Executive Team on account status, opportunities for deeper engagement, risk, and levers for success.
• Manages the daily workflow of the customer success department which includes the mentoring the team, providing guidance with customer interactions, and creating a data driven environment that sets the team up for success.

What You’ll Need to Join Our Team

• Bachelor’s degree in Business Administration or related field or equivalent work experience.
• 10+ years of experience in customer success, account management, or service roles, with 5+ years in a senior leadership position, preferably in SaaS organization.
• Experience with scaling teams, defining processes, and working cross-functionally.
• Proficiency in CRM/Customer Success software, data analytics, and reporting.
• Knowledge of Jira and Confluence.
• Proven experience developing and implementing customer retention strategies and increasing brand awareness, as well as, developing key metrics.
• Knowledge of the Automotive Retail ecosystem and Warranty Services or Insurance business domain preferred.
• Experience with analytic tools such as Power BI preferred.
• Must be able to travel to client meetings; up to 20%.

Why Work For Us

• Competitive Compensation from $180,000-$195,000p/yr
• Comprehensive Benefit Package**
• • Health, Dental & Vision Insurance
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA)
  • Short & Long Term Disability Insurance
  • Company-paid Life Insurance
  • Voluntary Life Insurance
  • Voluntary Accident Insurance
  • Employee Assistance Program
  • 401k with generous Company Match
  • Commuter Benefits
• Paid Time Off accrued per pay period
• 10 Paid Holidays
• Paid Parental Leave
• Professional Development Opportunities
• Annual Bonus Program
• Employee Events
• Wellness Programs
• Employee Discount Programs
• Office in Park Ridge, IL - Convenient location to Blue Line

*Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.

**Eligible to enroll the first day of employment for immediate coverage.

Note: It is preferred for this role to be in the Park Ridge, IL office 2 days per week.

Additionally we are open to remote candidates, however, PCMI can only hire employees in the following states: 

• AL
• CT
• FL
• GA
• IL
• KY
• LA
• MA
• MO
• NH
• NC
• OH
• PA
• SC
• TX
• WI

Note: It is required for this role to be in the Park Ridge, IL office 2 days per week if candidate is located in the Chicagoland area. 

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