Senior Vice President of Global Customer Success & Support
New
J
JumpCloudSaaS IT management
Remote within the country noted in the Job Description, Global teams across India, NAM, LATAM, and EMEAFull-TimeVp
Salary not disclosed
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Job Details
- Languages
- You will be required to speak and write in English fluently.
- Required Skills
- QA AutomationCustomer SuccessSaaSAccount ManagementTechnical supportData analytics
Requirements
- Have significant experience leading Technical Support, Account Management, and Customer Success teams.
- Have experience serving SMB, Commercial, and Enterprise segments in a fast-growing SaaS environment.
- Have experience managing distributed teams across multiple time zones, specifically India, NAM, LATAM, and EMEA.
- Use data to drive capacity planning, health scoring, and operational efficiency.
- Have a history of strengthening data trails and understanding churn and CSAT indicators.
- Have experience refining individual KPIs for a global team and improving operational frameworks.
- Be able to travel approximately 30% of the time, domestically and internationally, to customer sites and leadership and team meetings.
Responsibilities
- Refine Customer Success, Global Technical Support, and Account Management teams for scale.
- Transition the department to an AI-first operational model by identifying ways to automate workflows, streamline ticket resolution, and personalize customer engagement.
- Develop scalable people, process, and technology frameworks without inflating headcount or losing service quality.
- Customize onboarding for SMG, Commercial, and Enterprise segments.
- Lead revenue-oriented expansion teams with a focus on customer trust and experience.
- Own the end-to-end post-sale experience and Net Retention Rate, using predictive data and tools to identify and mitigate churn risks.
- Manage global NPS and CSAT metrics and improve onboarding and long-term retention.
- Create feedback loops between customers and Product and Engineering teams, translating customer pain points into actionable product feedback.
- Manage five direct reports and a global team of 100+.
- Present operational updates and metrics-based strategies to the Executive Team and Board of Directors.
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