Marketplace Success

AVP, Marketplace Success - Job Description

About the Role

We're seeking an exceptional AVP, Marketplace Success, to champion the success of our entire ecosystem. This is a strategic leadership role where you'll architect and drive success programs across our diverse marketplace, ensuring every stakeholder—from individual gig workers to enterprise clients—achieves measurable value from our platform.

Own end-to-end stakeholder success across our marketplace ecosystem, building scalable systems that drive adoption, satisfaction, and retention while creating a competitive moat through exceptional experiences.

Key Responsibilities

Strategic Leadership & Vision

• Define and execute a comprehensive marketplace success strategy aligned with business objectives.
• Establish success metrics and KPIs for each stakeholder segment, creating a unified dashboard for marketplace health.h
• Partner with Product, Engineering, and Operations to influence the platform roadmap based on stakeholder insights
• Present quarterly business reviews to the C-suite on marketplace performance and strategic initiatives

Stakeholder Success Management

• Gig Workers: Design onboarding journeys, performance improvement programs, and retention strategies
• Vendors: Drive platform adoption, optimize inventory management, and improve fulfillment rates
• Enterprise Customers: Manage strategic accounts, ensure contract compliance, and identify expansion opportunities
• PG Owners: Enable property optimization, booking efficiency, and revenue maximization
• Cloud Kitchen Partners: Support operational excellence, menu optimization, and growth initiatives

Performance & Metrics Ownership

• Drive NPS improvement with targeted goals (e.g., 50+ NPS across all segments within 12 months)
• Own CSAT, retention rates, and platform adoption metrics for each stakeholder group
• Implement predictive analytics to identify at-risk accounts and proactive intervention strategies.
• Create segment-specific health scores and early warning systems.

Operational Excellence

• Build and maintain SLA frameworks with clear escalation matrices and resolution timelines.
• Establish a robust feedback → prioritize → fix → measure → scale loop for continuous improvement
• Design and implement self-service resources, knowledge bases, and community forums
• Lead crisis management and act as the primary escalation point for critical issues
• Team Building & Development
• Build, mentor, and scale a world-class success organization (current team: 20+, target: 50+ in 12 months)
• Create career development frameworks and succession planning
• Foster a data-driven, customer-obsessed culture
• Implement performance management systems and recognition programs

Cross-functional Collaboration

• Work closely with Sales to ensure smooth handoffs and expansion opportunities
• Partner with Product teams to advocate for stakeholder needs and beta test new features
• Collaborate with Marketing on success stories, case studies, and advocacy programs
• Align with Finance on pricing strategies and contract negotiations
• What We're Looking For

Essential Qualifications

• Experience: 10-15 years in customer success, marketplace operations, or platform growth roles
• Leadership: Proven track record of building and scaling teams in high-growth environments (ideally 2x-3x growth)
• Marketplace Expertise: Deep understanding of two-sided or multi-sided marketplace dynamics
• Data-Driven: Strong analytical skills with experience in SQL, analytics tools, and creating actionable insights
• Stakeholder Management: Demonstrated ability to manage diverse, complex stakeholder relationships

Technical & Functional Skills

• Proficiency in CRM systems (Salesforce, HubSpot), success platforms (Gainsight, ChurnZero)
• Experience with ticketing systems, project management tools, and BI platforms
• Understanding of API integrations and platform adoption methodologies
• Knowledge of marketplace unit economics and key metrics

Leadership Competencies

• Strategic thinking with tactical execution capabilities
• Exceptional communication and presentation skills (board-level experience preferred)
• Change management expertise in fast-paced environments
• Conflict resolution and negotiation skills
• Growth mindset with bias for action

Track Record of Success

• Demonstrated NPS improvement of 20+ points in previous roles
• Experience driving platform adoption from