Global Head, Customer Success Operations (Remote)

Ladders; United States; Remote; USD 176,000 - 276,000; Full time

Job summary

Ladders is seeking a Global Head of Customer Success Operations to lead the operating model for a global CS organization. This remote leadership role will translate performance data into actionable decisions and partner with senior CS leadership to improve coverage, capacity, account health, and services execution across segments.

You will scale customer-facing operations, including paid success offerings and emerging AI-enabled capabilities, in support of revenue and customer value goals.

Qualifications

• 15+ years in Success or Revenue Operations, including 5+ years in leadership.
• Experience with large global B2B SaaS success teams across SMB, Mid-Market, Enterprise.
• Expertise in success planning, risk management, and services.
• Strong business acumen with ability to influence stakeholders.
• Experience collaborating with Systems, Data, Partners, and Sales teams.
• Passion for people leadership and coaching.
• Proficiency in SQL, Salesforce, Tableau, and Excel.

Responsibilities

• Act as the operational partner to customer success leadership, driving insights from performance data
• Lead annual coverage and capacity design cycles aligned to strategic priorities
• Build and lead a high-performing global success operations team
• Own the operational health model for customer success managers, ensuring consistent account health reporting
• Manage demand and capacity for customer success architects to maximize value-based engagements
• Operationalize customer-paid success offerings against fixed revenue targets
• Support the scaling of AI capabilities within customer success initiatives

Skills

People leadership

Stakeholder management

Strategic thinking

Data-driven decision making

B2B SaaS experience

Tools

SQL

Salesforce

Tableau

Excel

Job description

Ladders is seeking a Global Head of Customer Success Operations to lead the operating model for a global CS organization. This remote leadership role will translate performance data into actionable decisions and partner with senior CS leadership to improve coverage, capacity, account health, and services execution across segments.

You will scale customer-facing operations, including paid success offerings and emerging AI-enabled capabilities, in support of revenue and customer value goals.