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, Hub Spot), success platforms (Gainsight, Churn Zero)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

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