Head of Global Customer Success and Support

This role will be a key influential leader, driving the strategic direction of our Customer Success teams and partnering with key internal and external stakeholders to drive innovation and value for our customers. We are looking for a self-starter who has experience putting in place processes, structure, and strategy in place for growing organizations. If you are committed to the customer experience and want to be a key driver in our mission to build a better tomorrow, we want you to join our team!

• Strategic Leadership: Define and execute a global Customer Success and Customer Support strategy aligned with our business goals, embedding our “Customer Obsession” value throughout the function.

• Customer Success Management: Drive software adoption, expansion, and retention through innovative strategies, identifying opportunities for up-sell and cross-sell capabilities based on customer needs and product fit, and setting and monitoring of KPIs to track success and customer health.

• Customer Support Management: Define and ensure compliance with customer support SLAs, for timely issue resolution and enhance support operations with advanced systems and tools for better customer self-service

• Data-Driven Insights: Create a data-driven Customer Success and Support organization that uses analytics to provide executive insights to identify trends, opportunities, and inform decisions.

• Customer Advocacy: Develop a deep understanding of our customers’ needs and business processes, serving as the voice of the customer within the organization, influencing product development and strategic planning.

• Executive Reporting and Escalation: Provide regular executive reporting on customer success metrics and key initiatives, escalating issues that require Executive Leadership Team attention, ensuring timely and effective resolution.

Requirements:

Required Experience:

• 15+ years experience in customer success and support roles for SaaS solutions

• Bachelors degree in Business, Computer Science, or related field. An MBA or advanced degree is preferred.

• 7+ years demonstrated success leading global teams and driving strategic initiatives

• Familiarity with CRM and customer success software tools

• Understanding of SaaS business models and metrics.

Key Skills Required:

• Customer Obsession with a passion for delivering an exceptional customer experience and the ability to foster a culture of customer-centricity across all functions of the organization.

• A proactive approach to understanding and addressing customer needs and pain points.

• Exceptional communication skills to build strong relationships with customers and internal stakeholders.

• Strong leadership skills with the ability to inspire, motivate, and build global teams.

• Capacity towards systems thinking to evaluate, develop, and refine cross-functional processes to support customer success.

• Ability to implement scalable processes and systems that drive efficiency and effectiveness.

• Executive presence to establish trust with senior and executive leadership in customer organizations and represent the company with confidence, clarity, and professionalism in high-stakes situations.

• Ability to develop and leverage influence cross-functionally to ensure alignment and collaboration in the service of customer success.

• Strong problem-solving skills with the ability to analyze complex situations and develop innovative solutions.

• Data-driven mindset with the ability to leverage analytics for strategic decision-making.