Customer Success Manager, Scale
People Culture Talent
Senior Vice President, Global Customer Success
IDC
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Lead the cultural and operational shift from reactive service delivery to a strategic customer success model, embedding customer value realization
- Build and scale frameworks, methodologies, and enablement programs to upskill the team in consultative, outcome-focused engagement
- Serve as a change agent to create clarity, buy-in, and excitement for transformation across global teams and customers
- Develop and execute a global customer success strategy ensuring consistent delivery of value, retention, and account growth across regions
- Establish goals, metrics, and operating rhythms to monitor team performance, customer satisfaction, and business impact
- Oversee a distributed team of ~65 across Americas, EMEA, and APAC, building standardized processes, playbooks, and tools for scalability
- Oversee customer health monitoring, success planning, and risk management to proactively address churn and identify expansion opportunities
- Foster long-term executive relationships with key customers and champion customer value realization to ensure measurable ROI
- Collaborate with Sales, Product, IT, and Product Marketing to align on renewal/expansion strategies and bring customer feedback into product lifecycle
- Lead talent attraction, retention, succession planning, and continuous learning to elevate customer success capabilities
Requirements
- 15+ years of progressive leadership experience in Customer Success, Account Management, or related functions
- At least 8+ years in executive/global leadership roles
- Proven track record overseeing multi-region customer success operations (Americas, EMEA, and APAC) within a B2B SaaS or technology environment
- Demonstrated success in transforming organizations from service to success models, driving measurable improvements in retention, expansion, and customer satisfaction
- Strong business acumen with experience implementing customer success frameworks, customer health programs, and lifecycle management
- Exceptional leadership skills with experience managing organizations of 50+ employees and scaling teams globally
- Excellent executive presence and communication skills, with the ability to influence internal and external senior stakeholders
- Ability to thrive in a fast-paced, transformational environment, balancing strategic vision with execution
