Remote Global CS Leader: Drive Retention & Growth

Phocas Software; Costa Mesa (CA); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &公共祝

Family Leave (Maternity, Paternity)

Work From Home

Wellness Resources

Job summary

Phocas Software is seeking a visionary Head of Customer Success to own GRR and drive proactive retention across regions. You will design scalable CS methodologies, build future leaders, and partner with Sales, Professional Services, Support, and Product to ensure customers realize value and renewals are earned.

The role requires strategic oversight, operational rigor, and global collaboration to scale our CS organization and protect a retained customer base as Phocas grows.

Qualifications

• Proven ability to lead global Customer Success organizations.
• Designs scalable CS methodologies across regions.
• Aligns Sales, PS, Support, and Product around shared outcomes.
• Uses metrics to drive clarity and ownership across teams.

Responsibilities

• Develop a bench of strong CS leaders who can coach teams on risk management and value delivery.
• Build a globally consistent CS methodology with onboarding, success planning, and health reviews.
• Partner with Sales and PS to ensure accurate retention forecasts and renewal strategies.
• Own the global CSQL process and define qualification criteria for pipeline impact.
• Ensure CRM data quality and health scores are kept up to date.
• Lead cross-functional collaboration with Product and Solutions for customer feedback and product improvements.

Skills

Global leadership

GRR focus

CS strategy

Stakeholder alignment

AI tools adoption

Project management

Tools

CRM systems

CS platforms

Job description

Phocas Software is seeking a visionary Head of Customer Success to own GRR and drive proactive retention across regions. You will design scalable CS methodologies, build future leaders, and partner with Sales, Professional Services, Support, and Product to ensure customers realize value and renewals are earned.

The role requires strategic oversight, operational rigor, and global collaboration to scale our CS organization and protect a retained customer base as Phocas grows.