Global Director, Customer Success & Retention

G-P; United States; Remote; USD 100,000 - 125,000; Full time

Benefits offered by this job

Generous paid parental leave

Flexible time off

Spending accounts

Medical insurance

Dental insurance

Vision insurance

Sabbatical after 5 years and more

Job summary

G-P, a remote-first global Employment Platform, seeks a Director of Customer Success to own gross and net retention across named accounts. You will lead a worldwide team of CS leaders, drive renewals, risk management, and strategic expansion through tiered playbooks and data-driven health signals.

You will partner with cross-functional leaders to ensure scalable operations, strong customer outcomes, and predictable retention, while guiding a diverse team across time zones.

Qualifications

• 10+ years in Customer Success or Account Management within B2B SaaS or global services.
• 5+ years leading and managing people managers.
• Proven track record protecting and expanding a large customer book with gross retention and NRR.
• Experience leading distributed teams across multiple regions/time zones.
• Hands-on experience designing tiered coverage models, playbooks, and scalable CS operations.
• Strong executive presence with enterprise customers and leadership.
• Fluency with Salesforce and customer health data platforms/telemetry.

Responsibilities

• Lead, hire, and coach Customer Success managers across Americas, EMEA, and APAC.
• Set global coverage by account tier and standardize tier-specific CS playbooks.
• Oversee renewals and modernize contract terms to improve outcomes.
• Lead weekly/monthly risk and churn reviews with Revenue leadership.
• Collaborate with Account Management and Sales on renewals and expansion; log upsell/cross-sell leads.

Skills

Customer Success

People management

Distributed teams

Salesforce

Health data platforms

Tools

Salesforce

Job description

G-P, a remote-first global Employment Platform, seeks a Director of Customer Success to own gross and net retention across named accounts. You will lead a worldwide team of CS leaders, drive renewals, risk management, and strategic expansion through tiered playbooks and data-driven health signals.

You will partner with cross-functional leaders to ensure scalable operations, strong customer outcomes, and predictable retention, while guiding a diverse team across time zones.