Vice President of Global Customer Success & Support

US, UK or India-basedFull-TimeVp

Salary not disclosed

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Job Details

Languages: English

Requirements

Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.
Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).
Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.
History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.
Ability to travel approx 30% of the time to customer sites as well as to leadership and team meetings (domestic and international).
Deeply Curious: a "data explorer" who digs in to understand the “why” behind technical friction points or churn trends.
Scientifically Minded: views the customer journey through a lens of granular data, making decisions backed by health scores, capacity modeling, and usage patterns.
A Standard-Bearer & Coach: holds a high bar for self and team, mentors to achieve excellence, blending high empathy with high accountability.
A Product Aficionado: has a passion for the product's capabilities and acts as a bridge between the customer and Engineering/Product.
AI-Forward: looks for ways to augment human talent with technology, prioritizing building a foundation where AI handles routine tasks.

Responsibilities

Lead a global team of 100+ across the US, UK, Mexico, and India.
Transform customer interactions into a rigorous, data-driven engine that eliminates churn and delivers an uncompromising standard of excellence.
Move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.
Refine the Customer Success, Global Technical Support, and Account Management team for scale.
Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale.
Refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount.
Customize our onboarding motion for every segment (SMG, Commercial & Enterprise), ensuring implementation is a technical "win" from day one with every single customer.
Lead our revenue-oriented expansion teams by focusing on customer trust and experience.
Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality.
Define the responsibilities for AMs, TAMs, and CSMs to ensure the model is efficient and best for the customer.
Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest.
Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement.
Improve overall onboarding experience and long term retention.
Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.
Translate complex customer pain points into actionable feedback that drives a "sticky" and indispensable product roadmap.
Manage five direct reports and a 100+ person global footprint.
Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.

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