Global Head of Customer Success Excellence

AVEVA; København; Hybrid; DKK 900,000 - 1,300,000; Full time

Benefits offered by this job

employee discounts

bonuses

Schneider Electric stock ownership

health management

foosball

dogs allowed

Job summary

RIB is seeking a Director of Customer Success Excellence to design, develop, and maintain a global Customer Success Framework and playbooks across 22+ software products in the AEC space. You will report to the Senior VP Customer Care and drive consistency, scalability, and quality of Customer Success globally.

This strategic role focuses on onboarding, adoption, health monitoring, renewals, and proactive churn reduction, leveraging AI-enabled insights to maximize customer value.

Qualifications

• 8+ years of proven experience in Customer Success leadership in global environments.
• Experience implementing and managing Customer Success platforms and tools.
• Strong understanding of onboarding, adoption, health scoring, renewals and advocacy.
• Strategic thinker with strong analytical, communication, and change management skills.

Responsibilities

• Design, develop, and maintain a global Customer Success Framework/Play-Book and best practices.
• Define global standards for onboarding, lifecycle engagement, health monitoring, and value realization.
• Lead churn measurement, prevention strategies, and data-driven interventions including AI-enabled capabilities.
• Collaborate with Knowledge Service, Education Service and Product Management for digital adoption roadmaps.
• Provide executive dashboards and insights through global KPIs to stakeholders.

Skills

Customer Success leadership

Global cross-regional experience

Strategic thinking

Analytics / data literacy

Stakeholder management

English fluent

Travel internationally

Tools

Salesforce Service Cloud

Gainsight

Totango

Certinia

Job description

RIB is seeking a Director of Customer Success Excellence to design, develop, and maintain a global Customer Success Framework and playbooks across 22+ software products in the AEC space. You will report to the Senior VP Customer Care and drive consistency, scalability, and quality of Customer Success globally.

This strategic role focuses on onboarding, adoption, health monitoring, renewals, and proactive churn reduction, leveraging AI-enabled insights to maximize customer value.