Global Head, Customer Success

We are looking for an empathetic yet results-focused leader to take the role of Global Head of Customer Success.  In this role you will report to the Chief Revenue Officer and lead a globally distributed, experienced team that helps our customers get the most out of their Sendbird products through effective adoption and expansion.  You will evangelize Sendbird’s vision to build connections in a digital world. 

What you will do

• Customer Success Strategy: Develop and implement strategies to align the Customer Success organization to company goals and objectives.
• Team Management: Manage and develop a global customer success team, ensuring alignment with company goals and fostering a culture of excellence.
• Renewals Strategy: Oversee the renewal process, collaborating with sales teams to ensure accuracy in forecasting and accountability in renewals management.
• Cross-Functional Leadership: Build alliances across teams to improve processes and drive the company's value proposition, enhancing customer conversations and ensuring cohesive engagement.
• Enterprise Customer Engagement: Meet regularly with enterprise customers to develop and execute tailored success strategies.
• Digital Success: Lead the continued implementation and growth of a program to enhance support for Sendbird’s lowest tier of customers, focusing on scalability without increasing headcount.
• Support Team and Escalations: Provide leadership to the customer support team, stepping in on escalations and driving improvements in processes and scalability.
• Customer Success Enablement: Develop, maintain, and socialize resources (e.g., decks, templates, scripts) to enable the team, particularly focusing on our green verticals
• Customer Health Monitoring: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention.
• Customer Feedback and Advocacy: Gather customer feedback to drive product improvements and advocate for customers within the company.
• Customer Success Technology: Utilizing customer success management platforms and tools to streamline processes and improve efficiency.
• Global Engagement: Regularly participate in customer engagements and internal meetings in the APAC/EMEA regions, including international travel, 1-2 times per quarter.

Who You Are:

• Strategic and Visionary: Demonstrated ability to develop and execute customer success strategies aligned with customer needs and company goals.
• Customer-Centric: Passion for delivering exceptional customer experiences and driving customer success initiatives.
• Operationally Excellent: Proven track record in optimizing customer support processes and scaling support operations efficiently.
• Leader: Strong leadership skills with experience in managing and developing high-performing global teams.
• Collaborative: Ability to build alliances and drive process improvements across cross-functional teams.

What You Bring to the Table:

• Experience: 10+ years in customer success, with a focus on enterprise customers in the software industry, preferably in API or communications technology.
• Communication: Excellent verbal and written communication skills, capable of engaging with customers and internal stakeholders at all levels.
• Global Perspective: Experience with global customer engagement and willingness to travel internationally as required.

Our US benefits include (but are not limited to)

• 20 days PTO, 12 paid US company holidays, 5 sick days, 2 volunteer days, plus a rest/rejuvenation and birthday day off
• Medical, dental, and vision insurance - enrollment is 100% covered for the employee and significantly subsidized for dependents
• Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance plan
• Equity program
• 401K program
• Parental leave 
• Life and disability insurance
• Be Your Best Self: An annual stipend of $3,500 (prorated by start date) for expenses ranging from professional development classes and training, to personality assessments, gym memberships, books, fitness classes, mental health services and massages

Pay Transparency

For cash compensation, we set standard ranges for all roles based on function, level, and geographic location.  To deter