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
- History of reducing churn by 25%+ through successful initiatives
- Proven ability to scale operations while maintaining quality

Why Join Us?

- Be part of a rapidly scaling marketplace transforming the industry
- Own a critical function with direct impact on company valuation
- Work with cutting-edge technology and data-driven approaches
- Competitive compensation with significant equity upside
- Build and shape a function from the ground up

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

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