Senior Vice President, Global Customer Success

About the Company

Flourishing SaaS-based customer service platform

Industry
Computer Software

Type
Subsidiary of a Public Company

Founded
2007

Employees
5001-10,000

Categories

• SaaS
• Enterprise Software
• Customer Service
• Information Technology & Services
• Technology
• Customer Support Tools
• Tech Field Support
• Software
• Technical Support
• Telemarketing
• Call Center
• Business Management and Planning

Specialties

• Help Desks
• Customer Support
• SaaS
• Customer Community
• and Customer Service

Business Classifications

• SAAS
• B2B

About the Role

The Company is seeking a Senior Vice President, Global Customer Success to join their team. The successful candidate will be instrumental in ensuring outstanding customer experiences, with a focus on driving successful outcomes for a large and diverse customer base. This executive will lead a rapidly growing customer success team, embodying a customer-centric focus, and will be responsible for eliminating obstacles to usage and adoption, thereby enhancing the value delivered to over 110,000 customers. Key responsibilities include mentoring the team, promoting a culture of collaboration and continuous learning, and working closely with cross-functional groups to develop innovative solutions that directly impact customer retention and growth.Applicants for this role should have a proven track record in leading a globally dispersed customer-facing CS organization, with experience in both enterprise and downmarket customer success motions. The role requires a strategic and innovative leader who can balance the transformation needed for upmarket growth with the day-to-day operations that drive immediate results. The ideal candidate will be data-driven, with the ability to interpret analytics to drive continuous improvement in customer success practices. Experience with Gainsight is a plus. The role also involves building and maintaining executive relationships, monitoring customer health scores, and proactively managing performance to ensure the achievement of key metrics such as Gross Retention Rate (GRR) and Net Retention Rate (NRR).

Hiring Manager Title
SVP of Global Customer Experience

Travel Percent
50%

Functions

• General Management
• Operations
• Strategy