Vice President, Global Customer Success

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Vice President, Global Customer Success

Location: East Coast United States (Remote)

Position Overview:

The Vice President, Global Customer Success, will be a strategic leader responsible for driving the success, satisfaction, and retention of our global Enterprise customer base. Reporting to the SVP of Global Professional Services/Customer Success the role demands a visionary approach to building and scaling a world-class customer success organization, ensuring that our customers achieve their desired outcomes while maximizing value from our products and services. The VP, Global Customer Success, will work cross-functionally with Sales, Product, Marketing, Professional Services and other departments to align on customer success strategies and ensure a seamless customer journey.

Key Responsibilities:

• Strategic Leadership:
  • Develop and execute a comprehensive global customer success strategy that aligns with company goals and drives customer satisfaction, loyalty, and advocacy
  • Lead the design and implementation of scalable customer success processes, tools, and systems to enhance efficiency and effectiveness across regions
  • Establish key performance indicators (KPIs) to measure customer success, retention, and expansion, and regularly report on progress to the executive team
• Customer Retention & Growth:
  • Drive customer retention initiatives to minimize churn and increase customer lifetime value (CLTV) by identifying opportunities for upselling, cross-selling, and renewals
  • Collaborate with Sales and Product teams to ensure seamless customer onboarding and transition, and to identify and address potential risks to customer success
  • Develop and maintain a deep understanding of the customer base, including their industry, challenges, and goals, to tailor success strategies that meet their needs
• Team Leadership & Development:
  • Lead and mentor a global team of customer success managers and professionals, fostering a culture of accountability, continuous improvement, and customer-centricity
  • Recruit, develop, and retain top talent in customer success, ensuring the team is equipped with the skills and resources necessary to support the company's growth and customer demands
  • Champion a customer-first mindset across the organization, promoting best practices and sharing customer success stories and insights
• Customer Advocacy & Experience:
  • Act as the voice of the customer within the organization, advocating for customer needs and ensuring that feedback is effectively communicated and acted upon
  • Oversee the development and execution of customer engagement programs, including webinars, training sessions, and user communities, to drive product adoption and customer satisfaction
  • Partner with Marketing and Product teams to create and distribute customer success stories, case studies, and other content that showcases the value delivered to customers
  • Collaborate with regional leaders to understand market dynamics and tailor customer success approaches that resonate with local customer needs

SKILLS & QUALIFICATIONS:

• 15+ years of experience in customer success, account management, or a related field, with at least 7 years in a senior leadership role with a Bachelor’s degree in Business, Marketing, or a related field; MBA or equivalent experience
• Recent experience leading and scaling global customer success teams in a high-growth environment
• Experience working in a SaaS, technology, or complex B2B environment is highly preferred, with deep understanding how to optimize GRR and NRR (we call it DRR)
• Robust leadership and people management skills, with the ability to inspire and develop a high-performing team
• Deep understanding of customer success best practices, methodologies, and tools, with a focus on delivering measurable outcomes
• Excellent strategic thinking and problem-solving abilities, with a data-driven approach to decision-making
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels of the organization
• Ability to travel globally as required to support the team and customers
• Deep cultural sensitivity and experience working with diverse teams and customers across multiple geographies

Target salary range for this job requisition is anticipated to be a