Global Customer Success Manager
New
United StatesFull-TimeManager
Salary100,000 - 110,000 USD per year
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Job Details
- Experience
- 5–10 years
- Required Skills
- SalesforceAccount ManagementCustomer Success
Requirements
- 5–10 years of experience in Customer Success, Strategic Account Management, or Consulting within a B2B SaaS environment.
- Proven experience managing enterprise or global customer portfolios with complex stakeholder structures.
- Strong track record of leading QBRs/EBRs with executive-level audiences and driving strategic alignment.
- Ability to influence cross-functional teams without direct authority in a matrixed, global organization.
- Hands-on experience with CRM and Customer Success tools such as Salesforce, Gainsight, or equivalent platforms.
- Strong analytical skills with the ability to interpret customer data, define success metrics, and drive value realization.
- Excellent communication, presentation, and relationship-building skills across diverse cultural and business contexts.
- Experience in the printing, packaging, or label industry, or familiarity with production workflows, is highly preferred.
- Strong problem-solving mindset with a proactive, customer-first approach to challenges and opportunities.
- Ability to thrive in a remote, global, and fast-paced environment with multiple priorities.
Responsibilities
- Own the end-to-end post-sale customer journey for strategic global accounts, including onboarding, adoption, expansion, and retention.
- Lead Quarterly and Executive Business Reviews (QBRs/EBRs) with senior stakeholders to demonstrate value, align goals, and reinforce strategic partnerships.
- Develop and execute outcome-based success plans focused on customer goals, KPIs, and measurable business impact.
- Monitor customer health metrics, proactively identify risks, and implement mitigation strategies to ensure retention and satisfaction.
- Drive product adoption by guiding customers through best practices and aligning solutions to their operational workflows.
- Partner cross-functionally with Sales, Product, Services, and Support teams to ensure seamless customer experience and resolution of escalations.
- Capture and communicate customer feedback to influence product roadmap, innovation priorities, and continuous improvement initiatives.
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