Senior Vice President of Global Customer Success, Support

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Oversee the global Customer Success, Global Technical Support, and Account Management organization.

• Manage the post-sale journey for technical support, professional services, and customer success teams.

• Lead a diverse team of over 100 individuals across the US, UK, Mexico, and India.

• Transition the department to an AI-first operational framework utilizing automation and machine learning.

• Implement automated workflows, enhance ticket resolution processes, and personalize customer interactions at scale.

• Optimize people, process, and technology frameworks to drive efficient growth.

• Tailor onboarding experiences for SMG, Commercial, and Enterprise customer segments.

• Direct revenue-focused expansion teams while prioritizing customer trust and overall experience.

• Define roles and responsibilities for Account Managers (AM), Technical Account Managers (TAM), and Customer Success Managers (CSM).

• Manage the comprehensive post-sale experience and Net Retention Rate.

• Utilize predictive data and tools to recognize and address churn risks.

• Be responsible for global Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics.

• Enhance onboarding processes and long-term customer retention.

• Establish feedback mechanisms between customers and Engineering/Product teams.

• Convert customer challenges into actionable insights for the product roadmap.

• Supervise five direct reports and oversee a global team exceeding 100 members.

• Present operational updates and strategy backed by metrics to the Executive Team and Board of Directors.

⛳️ Requirements

• Extensive experience leading Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a rapidly growing SaaS environment.

• Proven track record of managing distributed teams across various time zones, particularly in India, NAM, LATAM, and EMEA.

• Skilled in leveraging data for capacity planning, health scoring, and enhancing operational efficiency.

• Experience in strengthening data trails and understanding indicators related to churn and CSAT.

• Proven ability to refine individual KPIs for a global team and optimize operational frameworks.

• Willingness to travel approximately 30% of the time to domestic and international customer locations, leadership meetings, and team gatherings.

• Proficient in spoken and written English.

• Authorized to work in the United States.

🏝️ Benefits

• Remote-first work arrangement within the designated country.

• Opportunity to collaborate with global teams from over 15 countries.

• Professional development and expertise-sharing opportunities available.

• Supportive executive team and board members.

• Commitment to equal opportunity employment.

• Travel to customer sites and leadership/team meetings (approximately 30% of the time).