Jobs and Careers

VP - Global Customer Success

Louisville, United Statesfull_timeVerifiedPosted 16 Aug 2026

About the role

VP – Global Customer Success

Who We Are

Spectralink is a leader in enterprise-grade wireless communications and mobile solutions that help frontline teams work smarter and deliver exceptional customer experiences. We are scaling our global operations and seeking a strategic, customer-obsessed leader to build and run a world-class Customer Success organization.

Headquartered in Louisville, Colorado with offices in the U.K. and Denmark, we are one global company with a common vision and mission to empower excellence by enabling mobile work forces.

Want to know the best thing about working for our company? The people. Working at Spectralink means innovation with authority and collaboration among industry experts with uncompromising integrity and agility. Our employees have a chance to make powerful contributions every day. If you enjoy improving business to help customers and your teammates; enjoy solving complex problems and can communicate effectively across the organization, this is an opportunity to be a part of something great! We want to hear from you if you possess the following skills and qualifications, and are ready to join our team of positive, authentic, dedicated and innovative thinkers.

About the Role

Reporting to the CEO, the VP of Global Customer Success will define and transform the current reactive Services organization to a proactive Customer Success Organization. This executive will lead a multi-disciplinary team (Customer Success Managers, Onboarding/Implementation, Renewal & Expansion, Customer Education, and Customer Insights/Voice of the Customer) and partner closely with Sales, Product Management and Marketing to align the customer lifecycle with company growth objectives.

Key Responsibilities

Strategy & Leadership

Develop and own the global Customer Success strategy: lifecycle segmentation, KPIs (NRR, GRR, churn, CLTV, adoption, time-to-value), and go-to-market enablement.
Build, scale, and mentor a high-performing, globally distributed Customer Success organization and set a culture of accountability, outcomes, and customer advocacy.

Customer Outcomes & Growth

Drive customer adoption and expansion (upsell/cross-sell) through value-driven playbooks and executive engagement.
Ensure measurable reduction in churn and consistent improvement in Net Revenue Retention (NRR).

Operational Excellence

Implement scalable processes, renewal motions, account health scoring, forecasting, and tooling (CRM, CSM platforms, analytics).
Address professionalizing of Field Escalations into Product Management and Engineering
Standardize onboarding and post-sale enablement to accelerate time-to-value and reduce deployment friction.

Cross-functional Partnership

Partner with Product Management to translate customer insights into roadmap priorities; align with Sales on renewals and expansion opportunities.
Collaborate with Marketing and Customer Advocacy to cultivate referenceable customers, case studies, and community programs.

Customer Voice & Insights

Insights into improving Customer Success
Insights into how our solutions impact customers and feed those insights into Marketing and Sales

Financial & Reporting

Set and manage budget for the customer success organization; report on KPIs and outcomes regularly to executive leadership and board as required.

Qualifications

12+ years of customer-facing leadership roles with at least 5+ years leading Customer Success at scale (VP or Senior Director level) in SaaS, cloud, or enterprise communications/tech companies.
Proven track record improving NRR/GRR, reducing churn, driving upsell/expansion, and scaling global teams.
Experience with implementation/onboarding, renewal motions, customer enablement, and enterprise account management.
Strong analytical orientation with hands-on experience using CRM, CSM software, and analytics tools to measure outcomes.
Demonstrated ability to partner across Produc