Global Head of Customer Experience, Success – Sales Team

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Oversee Customer Success, Professional Services, and Renewals on a global scale across Direct, Channel, and Data-as-a-Service operations.

• Take charge of onboarding, adoption, value realization, renewals, retention, and growth within sales-assigned segments.

• Create and execute a unified global customer operating model for all three operations.

• Accelerate time-to-value, enhance product adoption, boost retention, and safeguard and expand ARR.

• Develop the channel route-to-market customer success strategy from inception.

• Scale Data-as-a-Service customer success initiatives, including technical onboarding, data entitlement governance, schema delivery, integration support, and data quality assurance.

• Implement operating coverage, scorecards, forecasting, inspection rhythms, and executive reporting systems.

• Manage the customer journey from closed-won to measurable value realization.

• Lead the global renewals strategy, enhancing gross revenue retention, logo retention, and accuracy in forecasting.

• Establish renewal processes, risk categories, save plans, and escalation protocols for executives.

• Translate product capabilities into tangible business outcomes, executive narratives, and measurable ROI.

• Elevate Executive Business Reviews into strategic discussions.

• Collaborate with Product and Solutions Engineering to resolve adoption challenges and enterprise readiness issues.

• Create feedback loops to engage Product, Enablement, Sales, and Support teams.

• Develop channel and DaaS customer success strategies in conjunction with Channel Sales, Partnerships, Data Sales, and Product teams.

• Complete a global audit and establish a unified global CS scorecard within 30 days.

• Publish the operating model, clarify Sales-to-CS-to-Renewals transitions, and set up inspection rhythms within 60 days.

• Present a plan within 90 days to enhance renewal predictability, mitigate customer risk, scale DaaS, build the channel strategy, and elevate talent standards.

⛳️ Requirements

• Demonstrated ownership of retention, renewals, adoption, and post-sale revenue outcomes.

• Experience in multiple operational areas: direct, channel, or data solutions.

• Proficiency in managing enterprise customers, including executive interactions, complex stakeholder engagement, global accounts, and strategic business reviews.

• Strong product orientation with an understanding of workflows, use cases, and adoption challenges.

• Excellent commercial acumen in balancing customer advocacy, retention, expansion, and revenue responsibilities.

• Operational discipline in managing scorecards, forecasting, inspection rhythms, and executive reporting.

• Exceptional communication skills and a strong executive presence.

• Capacity to simplify complex issues across teams, customers, and geographical regions.

• Preferred experience in SEO, AI visibility, brand visibility, content, competitive intelligence, or broader marketing technology.

• Background in acquisition integration, enterprise upmarket strategies, or scaling a Customer Success function during rapid growth phases.

• Strong judgment and accountability for outcomes.

• Ability to recruit and nurture high-performing managers.

• High standards for pipeline management, forecasting, messaging, and execution.

• Capability to operate both strategically and hands-on, with a proactive approach.

• Skill in translating market trends and customer issues into product and go-to-market strategies.

• Ability to set ambitious goals and mobilize teams towards achieving them.

• Results-driven mindset and persistence.

• Inspirational leadership qualities across various regions.

🏝️ Benefits

• Accelerated and continuous career advancement opportunities.

• Comprehensive offline and online bootcamps as part of the onboarding process.

• President’s Club incentive to recognize outstanding performance and reward top achievers at luxurious vacation destinations.

• Unrestricted commission potential.

• High earning potential with transparent quota attainment metrics.

• Life insurance coverage.

• Affordable medical, dental, and vision plans.

• Accidental death and dismemberment (AD&D) insurance.

• Dependent Care Savings Accounts and Flexible Spending Accounts.

• Health Savings Account.

• Short-term and long-term disability coverage.

• Employee Assistance Program.

• Employee Resource Groups.

• Paid parental leave benefits.

• Relief Fund for employees.

• Travel expense coverage.

• Additional equity compensation opportunities.