Marketplace Success

AVP, Marketplace Success - Job DescriptionAbout the RoleWe'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 ResponsibilitiesStrategic Leadership & VisionDefine 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.hPartner with Product, Engineering, and Operations to influence the platform roadmap based on stakeholder insightsPresent quarterly business reviews to the C-suite on marketplace performance and strategic initiativesStakeholder Success ManagementGig Workers: Design onboarding journeys, performance improvement programs, and retention strategiesVendors: Drive platform adoption, optimize inventory management, and improve fulfillment ratesEnterprise Customers: Manage strategic accounts, ensure contract compliance, and identify expansion opportunitiesPG Owners: Enable property optimization, booking efficiency, and revenue maximizationCloud Kitchen Partners: Support operational excellence, menu optimization, and growth initiativesPerformance & Metrics OwnershipDrive 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 groupImplement predictive analytics to identify at-risk accounts and proactive intervention strategies.Create segment-specific health scores and early warning systems.Operational ExcellenceBuild and maintain SLA frameworks with clear escalation matrices and resolution timelines.Establish a robust feedback → prioritize → fix → measure → scale loop for continuous improvementDesign and implement self-service resources, knowledge bases, and community forumsLead crisis management and act as the primary escalation point for critical issuesTeam Building & DevelopmentBuild, mentor, and scale a world-class success organization (current team: 20+, target: 50+ in 12 months)Create career development frameworks and succession planningFoster a data-driven, customer-obsessed cultureImplement performance management systems and recognition programsCross-functional CollaborationWork closely with Sales to ensure smooth handoffs and expansion opportunitiesPartner with Product teams to advocate for stakeholder needs and beta test new featuresCollaborate with Marketing on success stories, case studies, and advocacy programsAlign with Finance on pricing strategies and contract negotiationsWhat We're Looking ForEssential QualificationsExperience: 10-15 years in customer success, marketplace operations, or platform growth rolesLeadership: 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 dynamicsData-Driven: Strong analytical skills with experience in SQL, analytics tools, and creating actionable insightsStakeholder Management: Demonstrated ability to manage diverse, complex stakeholder relationshipsTechnical & Functional SkillsProficiency in CRM systems (Salesforce, HubSpot), success platforms (Gainsight, ChurnZero)Experience with ticketing systems, project management tools, and BI platformsUnderstanding of API integrations and platform adoption methodologiesKnowledge of marketplace unit economics and key metricsLeadership CompetenciesStrategic thinking with tactical execution capabilitiesExceptional communication and presentation skills (board-level experience preferred)Change management expertise in fast-paced environmentsConflict resolution and negotiation skillsGrowth mindset with bias for actionTrack Record of SuccessDemonstrated NPS improvement of 20+ points in previous rolesExperience driving platform adoption from