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VP, Global Customer Success
RackspaceUnited States - Remote, United StatesRemotefull_timeVerifiedPosted 10 Oct 2025
💰 $396,000/yr($213,000/yr – $396,000/yr)
About the role
The Vice President Private Cloud, Global Customer Success is the world-wide leader accountable for delivering exceptional customer experience, driving retention and growth, and optimizing post-sales operations. This leader will shape and execute the global customer success strategy – integrating strategic planning, operational excellence, and organizational leadership to ensure sustainable business outcomes. This executive will build and lead diverse, high-performing teams that:
· Shape and implement the strategy for the business unit, encompassing operating model development, go-to-market coordination, and initiatives for talent growth. · Orchestrate all customer success and support functions — spanning order processing, billing, technical and applications support, and field operations — to deliver a unified, seamless customer experience. · Drive strategic planning and operational rigor by establishing measurable goals, KPIs, and scalable frameworks for global execution. · Partner cross-functionally with Sales, Product, and Finance to identify opportunities for growth in the existing customer base through strategic cross-sell, up-sell, and value realization initiatives. · Champion continuous improvement and automation, leveraging data, analytics, and technology to drive efficiency, predictability, and customer outcomes. · Manage costs and resources strategically to meet or exceed financial targets within budget constraints. · Develop organizational capability through thoughtful workforce planning, leadership development, and performance management.
· Shape and implement the strategy for the business unit, encompassing operating model development, go-to-market coordination, and initiatives for talent growth. · Orchestrate all customer success and support functions — spanning order processing, billing, technical and applications support, and field operations — to deliver a unified, seamless customer experience. · Drive strategic planning and operational rigor by establishing measurable goals, KPIs, and scalable frameworks for global execution. · Partner cross-functionally with Sales, Product, and Finance to identify opportunities for growth in the existing customer base through strategic cross-sell, up-sell, and value realization initiatives. · Champion continuous improvement and automation, leveraging data, analytics, and technology to drive efficiency, predictability, and customer outcomes. · Manage costs and resources strategically to meet or exceed financial targets within budget constraints. · Develop organizational capability through thoughtful workforce planning, leadership development, and performance management.
Key Responsibilities:
- Strategic Planning & Leadership: Drive the creation, execution, and continuous refinement of the Global Customer Success Strategic Plan, ensuring alignment with corporate objectives and regional business priorities.
- Operational Excellence: Establish scalable processes, governance, and operating metrics to improve performance, predictability, and accountability across global teams.
- Growth & Retention: Deliver on key objectives including install base optimization, revenue retention, and expansion, leveraging analytics and insights to reduce churn and identify opportunities for growth.
- Cross-Functional Collaboration: Partner with Sales, Product Management, Finance, and Regional Leadership in the Americas, APJ, and LATAM to ensure global consistency while enabling local flexibility.
- Team & Talent Leadership: Build, develop, and inspire a diverse, high-performing global team. Create a culture of excellence, innovation, and accountability that embodies the company’s values.
- Customer Advocacy: Serve as the voice of the customer in executive discussions, influencing product roadmaps, service design, and strategic decision-making.
Knowledge:
- Deep experience in the IT and Cloud Services industry, with strong technical acumen and understanding of the technology lifecycle, SaaS and multi-cloud ecosystems, and managed services.
- Proven track record of strategic planning, operational transformation, and large-scale global execution.
- Demonstrated success in building and leading high-performing global organizations, with measurable impact on retention, efficiency, and customer success outcomes.
- Strong financial and operational management skills, including cost optimization and P&L accountability.
- Exceptional ability to influence at all levels, including C-suite and Board, serving as a trusted strategic partner.
- Inspirational communicator and change leader with a passion for customer advocacy and organizational excellence.
Experience and Education:
- Minimum 15 years of progressive leadership experience in technology or cloud services, including at least 5 years at the Director level or above overseeing global operations, strategic planning, or customer success. Cyber eco system experience preferred.
- Demonstrated experience leading through transformation, operational optimization, and customer-centric growth initiatives. AI knowledge and experience preferred.
- Bachelor’s degree preferred in engineering, IT, or business management; or relevant career experience (15+ years) required. VMware/ VCF SDDC experience preferred.
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