VP OF Customer Experience

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization. We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact? The Vice President, Global Enterprise Customer Success leads TeamViewer's global Enterprise Customer Success organization and is responsible for protecting and growing the company's Enterprise recurring revenue. This executive owns the post-sales customer relationship for TeamViewer's largest customers, driving adoption, value realization, executive engagement, renewals, and retention. This role is a key member of the Global Revenue Leadership Team and works in close partnership with Enterprise Sales, Renewals, Product, Support, Professional Services, and Marketing to deliver industry-leading customer outcomes and recurring revenue performance. The primary measure of success is Enterprise Gross Revenue Retention (GRR) , supported by predictable renewals, customer health, executive relationships, and operational excellence. Revenue Retention & Renewals Own global Enterprise Gross Revenue Retention (GRR). Lead the Enterprise renewal strategy in partnership with Sales Drive forecast accuracy and weekly renewal governance. Build executive intervention plans for at-risk strategic accounts. Reduce preventable churn through proactive customer engagement. Establish best-in-class renewal inspection and risk management processes. Enterprise Customer Success Lead a global team of Enterprise Customer Success leaders and Customer Success Managers. Develop engagement models for Strategic, Enterprise, and Named Accounts. Ensure customers achieve measurable business outcomes and ROI. Drive adoption of TeamViewer's Enterprise portfolio, including Remote Connectivity and Digital Employee Experience (DEX). Executive Customer Relationships Build trusted relationships with CIOs, CISOs, CTOs, and senior IT executives. Personally sponsor TeamViewer's largest global customers. Lead Executive Business Reviews (EBRs) and executive escalation management Support on execution of key customer events, Customer advisory Boards and User forums in partnership with marketing, sales and product teams. Cross-Functional Leadership Partner closely with Enterprise Sales, CX Operations, Product Management, Professional Services, Support, and Marketing to ensure a seamless customer experience and support revenue growth. Represent the voice of the Enterprise customer in product strategy and roadmap discussions. Operational Excellence Implement scalable customer health scoring, success planning, and renewal governance in partnership with Revenue and CX Operations teams. Drive data-driven decision-making using customer health, adoption, and renewal analytics in partnership with Operations and Finance Establish consistent operating rhythms across all regions. Key Performance Indicators: Gross Revenue Retention (Primary KPI) Enterprise Renewal Rate Renewal Forecast Accuracy Enterprise Churn Reduction Executive Business Review Coverage Product Adoption & Utilization Customer Health Score Customer Advocacy & References Team Engagement & Leadership Effectiveness Up to 40% travel requirement; domestic & international Experience: 15+ years of Enterprise Customer Success, Renewals, or Enterprise Account Management leadership. Proven experience leading global teams in a B2B SaaS organization. Demonstrated success improving GRR across large Enterprise customer portfolios. Strong commercial acumen with experience partnering closely with Enterprise Sales. Experience working with Fortune 1000 customers and executive stakeholders. Background in enterprise software, IT management, endpoint management, cybersecurity, or Digital Employee Experience is highly desirable. What we offer: Work location is Remote, USA. Competitive compensation and bonuses Flexible PTO and paid holidays 401(k) with employer matching Comprehensive Health insurance package including 100% employer-paid medical coverage Up to 12 weeks of Parental Leave Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings Open door policy and business casual dress code We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us! The base salary range for this position is $200,000–$250,000 USD annually. This range represents the base pay TeamViewer reasonably expects to offer for this role and may vary based on job-related factors such as skills, experience, qualifications, location, business needs, and internal equity. In addition to base pay, this role may be eligible for TeamViewer’s company bonus and RSU program. TeamViewer offers eligible employees a competitive benefits package designed to support health, wellbeing, family, and financial security. Benefits may include medical, dental and vision coverage; HSA and FSA options; a 401(k) plan with employer match; life and AD&D insurance; short- and long-term disability coverage; an Employee Assistance Program; voluntary benefits; pet insurance; and employee discounts. Eligibility and offerings may vary by role, work schedule, location, and plan terms. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States. Please understand TeamViewer is unable to provide sponsorship for employment or work authorization now or in the future. TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race. If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.