Responsibilities
- Champion the Customer as our Compass: Place the customer experience at the peak of our strategic priorities, ensuring that every AI-driven innovation and process transformation is designed to deepen trust, accelerate time-to-value, and deliver world-class global growth outcomes.
- Architect the CS Strategy: Deliver the global vision and coverage model for Customer Success, architecting solutions that leverage AI and the latest technology to scale in support of our revenue ambitions.
- Drive Revenue & Lifecycle Growth: Take full responsibility for the Customer Success team’s activities—including onboarding, adoption, advocacy, and retention—while identifying predictable pipelines for cross-sell and up-sell expansion.
- Lead a Global Transformation: Hire, train, and mentor a world-class "Team of Tomorrow" across multiple time zones (AMER, EMEA, APAC), prioritizing OKRs that shift the team from support-heavy to a proactive sales engine.
- Optimize Customer Lifetime Value: Define the customer journey and develop "listening points" to capture actionable Voice of Customer insights, standardizing interventions to increase health scores and maximize product utilization.
- Pioneer Tech-Forward Efficiency: Collaborate with leaders to enhance the efficiency of Customer Success through technology, including advocacy software and CS management platforms, to reduce churn.
- Forge Cross-Functional Partnerships: Build deep relationships with Sales, Marketing, and Product to influence the product roadmap and inspire a company-wide culture of Customer Success.
- Measure & Report Effectiveness: Define and track rigorous operational metrics (NRR, GRR, LTV), establishing a cadence for review with the Executive Team and Board to drive transparent forecasting.
Requirements
- The Transformation Expert: 10+ years of experience, including a proven track record as a "Change Agent" in high-growth B2B SaaS ($500M+ ARR), experienced at scale.
- Tech-Forward Mindset: A leader who understands how to build "Agentic CS" workflows and has implemented modern platforms like Gainsight, ChurnZero, or AI-driven support tools.
- Revenue Accountability: Demonstrated success in driving Net Revenue Retention (NRR) and lifetime value in recurring revenue models.
- Global Fluency: Experience leading diverse teams across multiple time zones and navigating the complexity of global HR/EOR compliance.
- Collaborative Influencer: Proven ability to forge deep partnerships with Product, Sales, and Finance to align the product roadmap with customer growth.
Nice to Have
- 2+ years experience in the Employer of Record (EOR), HR outsourcing, or global expansion industries.
Additional Information
- Please note that background checks are required, and this may include criminal record checks.
- We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.
