Career Opportunities with KVH Industries

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Vice President Services-Customer Success

Department: Airtime Services
Location: Middletown, RI

Position Overview:

KVH has evolved from hardware into a Services business, with subscription revenue the largest growth segment.  Customers receive value from our Services, and customer success is absolutely vital to our long-term profitability. We need a senior leader to own driving success for our customers. This role includes responsibilities for defining, executing, and managing the customer touchpoints of Services (e.g., on-boarding, support, professional services, billing, advocacy, retention, etc.) and the financial outcomes of these Services (e.g., P&L, rate plan design, renewals, up-sell, etc.).  Reports to the Chief Marketing Officer/SVP Strategy.

Responsibilities:

Drive Airtime & Services P&L and Customer Success Outcomes

    • Drive the P&L with profitable growth
    • Increase retention rates (reduce churn) and revenue through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall net promoter health scores
    • Drive new business growth through greater advocacy and referrals

Define and Optimize Customer Experience (for direct customers & with service providers)

    • Map customer journey & lifecycle
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize key touchpoints in journey
    • Define requirements for process, tools, and responsibilities to deliver on ideal customer experience
    • Identify opportunities for continuous improvement; learn from industry best practices

Manage Customer Success Activities (in partnership with cross-functional teams)

    • Acquisition 
    • Onboarding / Operationalizing deals
    • Training
    • Professional Services
    • Global Customer Service (tech support, airtime support, field service, warranty & repair, Global One care)
    • Retention
    • Cross-sell / Up-sell (Value-added services, higher rate plans)
    • Advocacy

Lead Unified Global Customer Service team

    • Train agents (technical & soft skills)
    • Define workflows & processes 
    • Manage by results

Measure Effectiveness of Customer Success

    • Define operational metrics for team
    • Establish system for tracking metrics
    • Create cadence for review within team

Lead World-class team

    • Recruit experienced leaders for each functional role
    • Attract high potential individual contributors into team
    • Create rapid onboarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

    • Lead Service Delivery digitization
    • Manage reporting metrics & dashboards

Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success
  • Align with key collaborative functions (Service Development, Service Delivery, Marketing, Sales, Finance)
  • Create company-wide customer feedback loop

Required Experience/Skills:

  • 10+ years’ experience in leading customer-facing organizations
  • Ability to manage 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
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees
  • Must be a US Citizen or Permanent Resident

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. KVH Industries is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status or disability. We offer a full suite of benefits to include paid time off, medical, dental, vision, life insurance, flexible spending account, employee stock purchase program, and 401k/Roth. 

All persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.  KVH also conducts background checks and drug screening after acceptance of an offer.  #LI-TM1

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