Senior Vice President of Global Customer Success & Support
New
J
JumpCloudSaaS IT management
Atlanta, GA - Remote / Austin, TX - Remote / Denver, CO - Remote / San Francisco, CA - Remote / New York City, NY - Remote, Distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).Full-TimeVp
Salary not disclosed
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Job Details
- Required Skills
- Customer SuccessSaaSAccount ManagementTechnical support
Requirements
- Significant experience leading Technical Support, Account Management, and Customer Success teams.
- Experience supporting SMB, Commercial, and Enterprise segments.
- Experience in a fast-growing SaaS environment.
- Experience managing distributed teams across multiple time zones, specifically India, NAM, LATAM, and EMEA.
- Proficiency using data for capacity planning, health scoring, and operational efficiency.
- A history of strengthening data trails and analyzing churn and CSAT indicators.
- Experience refining KPIs for global teams and improving operational frameworks.
- Ability to travel approximately 30% of the time to customer sites and leadership and team meetings, domestically and internationally.
Responsibilities
- Refine Customer Success, Global Technical Support, and Account Management teams for scale.
- Transition the department to an AI-first operational model by identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement.
- Customize onboarding for SMG, Commercial, and Enterprise segments.
- Lead revenue-oriented expansion teams with a focus on customer trust and experience.
- Define responsibilities for AMs, TAMs, and CSMs to create an efficient model for customers.
- Own the end-to-end post-sale motion and Net Retention Rate, using predictive data and tools to identify and mitigate churn risks.
- Track global NPS and CSAT as benchmarks for improvement.
- Create feedback loops between customers and Engineering/Product, translating customer pain points into actionable product feedback.
- Manage five direct reports and a global team of 100+.
- Present operational updates and metrics to the Executive Team and Board of Directors.
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