Global Head of Customer Success
TEEMA, New York, NY, United States
Job Title:
Global Head of Customer Success Job ID:
83321 Location:
New York, USA – 5 days a week in the office
Overview: As Global Head of Customer Success, you will lead this mission‑critical function as the voice of the customer at the executive level. The product portfolio and customer base have grown exponentially, requiring the service model to evolve. This role will drive strategic direction for 20,000+ customers (multi‑9‑figure portfolio), with emphasis on driving enterprise success through retention, growth, and satisfaction.
Reporting to the Global Head of Sales, you will lead a global team to optimize the customer journey and build long‑term customer value. This is a unique opportunity to build and scale a world‑class team and shape the future of Customer Success in the financial services sector and other regulated industries.
What You Will Do: Strategic Leadership & Vision
Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi‑9‑figure customer portfolio, ensuring measurable outcomes through proactive engagement, world‑class service, and product adoption
Set clear objectives and KPIs for customer satisfaction, retention, and growth, such as NPS and expansion revenue
Build strategies to maximize customer retention and lifetime value, reducing churn and identifying upsell/cross‑sell opportunities
Lead the Executive Briefing Center (EBC) strategy, a flagship approach to deepen relationships with key customers and C‑suite stakeholders
Team Building & Scaling
Lead and scale a high‑performing global team of 60+ professionals (including regional leaders, individual contributors, and operations analysts) to meet growing demand
Mentor and empower the reporting leadership team to deliver exceptional service and achieve strategic objectives
Foster a culture of excellence, collaboration, and innovation, with a focus on career development and cross‑functional alignment
Operational Accountability & Collaboration
Own customer success KPIs: retention, expansion revenue, NPS, and customer health
Collaborate with finance, product, and sales teams to align customer success initiatives with broader business outcomes
Partner with commercial teams and respective leadership, including Sales, Marketing, Product, and Legal, to ensure alignment and execution of go‑to‑market plans
Facilitate and foster partnership with Sales to support renewals and account growth initiatives
What You Must Have:
15+ years of experience in senior leadership roles, ideally within SaaS or technology sectors
Proven success leading Customer Success teams in a SaaS environment, with a track record of scaling teams and strategies across multiple regions
Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics
Expertise in implementing global service models that satisfy customer demands across geographies, verticals, and personas
Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and work with the C‑suite
Financial acumen: Strong understanding of complex deal structures, deal desk operations, SaaS financial models, and pricing strategies
Experience negotiating and designing enterprise contracts, revenue recognition, and aligning customer success metrics with financial outcomes
Demonstrated SaaS experience in the financial services industry (banking, fintech, insurance) and other regulated industries such as healthcare is an advantage
Frequent travel across North America and Europe is required
Salary Range: $200,000–$300,000USD
Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com.
#J-18808-Ljbffr
Global Head of Customer Success Job ID:
83321 Location:
New York, USA – 5 days a week in the office
Overview: As Global Head of Customer Success, you will lead this mission‑critical function as the voice of the customer at the executive level. The product portfolio and customer base have grown exponentially, requiring the service model to evolve. This role will drive strategic direction for 20,000+ customers (multi‑9‑figure portfolio), with emphasis on driving enterprise success through retention, growth, and satisfaction.
Reporting to the Global Head of Sales, you will lead a global team to optimize the customer journey and build long‑term customer value. This is a unique opportunity to build and scale a world‑class team and shape the future of Customer Success in the financial services sector and other regulated industries.
What You Will Do: Strategic Leadership & Vision
Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi‑9‑figure customer portfolio, ensuring measurable outcomes through proactive engagement, world‑class service, and product adoption
Set clear objectives and KPIs for customer satisfaction, retention, and growth, such as NPS and expansion revenue
Build strategies to maximize customer retention and lifetime value, reducing churn and identifying upsell/cross‑sell opportunities
Lead the Executive Briefing Center (EBC) strategy, a flagship approach to deepen relationships with key customers and C‑suite stakeholders
Team Building & Scaling
Lead and scale a high‑performing global team of 60+ professionals (including regional leaders, individual contributors, and operations analysts) to meet growing demand
Mentor and empower the reporting leadership team to deliver exceptional service and achieve strategic objectives
Foster a culture of excellence, collaboration, and innovation, with a focus on career development and cross‑functional alignment
Operational Accountability & Collaboration
Own customer success KPIs: retention, expansion revenue, NPS, and customer health
Collaborate with finance, product, and sales teams to align customer success initiatives with broader business outcomes
Partner with commercial teams and respective leadership, including Sales, Marketing, Product, and Legal, to ensure alignment and execution of go‑to‑market plans
Facilitate and foster partnership with Sales to support renewals and account growth initiatives
What You Must Have:
15+ years of experience in senior leadership roles, ideally within SaaS or technology sectors
Proven success leading Customer Success teams in a SaaS environment, with a track record of scaling teams and strategies across multiple regions
Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics
Expertise in implementing global service models that satisfy customer demands across geographies, verticals, and personas
Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and work with the C‑suite
Financial acumen: Strong understanding of complex deal structures, deal desk operations, SaaS financial models, and pricing strategies
Experience negotiating and designing enterprise contracts, revenue recognition, and aligning customer success metrics with financial outcomes
Demonstrated SaaS experience in the financial services industry (banking, fintech, insurance) and other regulated industries such as healthcare is an advantage
Frequent travel across North America and Europe is required
Salary Range: $200,000–$300,000USD
Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com.
#J-18808-Ljbffr