Global Head of Customer Success

Job Title: Global Head of Customer Success Job ID: 83321 Location: New York, USA - 5 days a week in the office Overview: As Global Head of Customer Success, you will lead this mission-critical function as the voice of the customer at the executive level. The product portfolio and customer base have grown exponentially, requiring the service model to evolve. This role will drive strategic direction for 20,000+ customers (multi-9-figure portfolio), with emphasis on driving enterprise success through retention, growth, and satisfaction. Reporting to the Global Head of Sales, you will lead a global team to optimize the customer journey and build long-term customer value. This is a unique opportunity to build and scale a world-class team and shape the future of Customer Success in the financial services sector and other regulated industries. What You Will Do: Strategic Leadership & Vision

• Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi-9-figure customer portfolio, ensuring measurable outcomes through proactive engagement, world-class service, and product adoption
• Set clear objectives and KPIs for customer satisfaction, retention, and growth, such as NPS and expansion revenue
• Build strategies to maximize customer retention and lifetime value, reducing churn and identifying upsell/cross-sell opportunities
• Lead the Executive Briefing Center (EBC) strategy, a flagship approach to deepen relationships with key customers and C-suite stakeholders

Team Building & Scaling

• Lead and scale a high-performing global team of 60+ professionals (including regional leaders, individual contributors, and operations analysts) to meet growing demand
• Mentor and empower the reporting leadership team to deliver exceptional service and achieve strategic objectives
• Foster a culture of excellence, collaboration, and innovation, with a focus on career development and cross-functional alignment

Operational Accountability & Collaboration

• Own customer success KPIs: retention, expansion revenue, NPS, and customer health
• Collaborate with finance, product, and sales teams to align customer success initiatives with broader business outcomes
• Partner with commercial teams and respective leadership, including Sales, Marketing, Product, and Legal, to ensure alignment and execution of go-to-market plans
• Facilitate and foster partnership with Sales to support renewals and account growth initiatives

What You Must Have:

• 15+ years of experience in senior leadership roles, ideally within SaaS or technology sectors
• Proven success leading Customer Success teams in a SaaS environment, with a track record of scaling teams and strategies across multiple regions
• Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics
• Expertise in implementing global service models that satisfy customer demands across geographies, verticals, and personas
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and work with the C-suite
• Financial acumen: Strong understanding of complex deal structures, deal desk operations, SaaS financial models, and pricing strategies
• Experience negotiating and designing enterprise contracts, revenue recognition, and aligning customer success metrics with financial outcomes
• Demonstrated SaaS experience in the financial services industry (banking, fintech, insurance) and other regulated industries such as healthcare is an advantage
• Frequent travel across North America and Europe is required

Salary Range: $200,000 - $300,000 USD Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.

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