Vice President Customer Success

United States Digital Space LLC; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Equity

Wellbeing benefit

WFH equipment allowance

Learning & Development stipend

Job summary

United States Digital Space LLC is seeking a strategic Global Customer Success Leader to build, coach, and lead a high-impact CS team across Americas and Japan/APAC, partnering with Sales and Professional Services to drive adoption and retention.

You will shape regional strategy, nurture executive relationships with enterprise customers, and help improve value delivery through health metrics and scalable CS programs.

Qualifications

• 10+ years in strategic or enterprise CS or account management leadership with a track record of targets.
• 7+ years leading CS/AM teams at high-growth B2B SaaS companies.
• Experience hiring, training, and enabling CSMs with strong performance mgmt.
• Ability to build executive relationships with large enterprise customers and work cross-functionally.

Responsibilities

• Build, coach, and lead the Americas and Japan/APAC CS teams.
• Partner with sales and other functions to improve CLV via adoption, value, health scores, retention and expansion.
• Drive the team to hit KPIs.
• Mentor the team to maintain account hygiene, health, and indicators.
• Participate in revenue and health forecasting.
• Define and deliver on a best-in-class customer experience.
• Personally work with our largest customers (10K+ employees) to establish executive relationships.
• Contribute to strategic CS leadership decisions as part of the CS leadership team.
• Demonstrate company values to drive an inclusive, engaged culture.

Skills

Strategic leadership

Enterprise CS leadership

Cross-functional collaboration

People management

KPI management

Communication skills

Hiring and training CSMs

AI & Enterprise SaaS knowledge

CS metrics / program development

Problem-solving in CS processes

Job description

About the team

The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals and Support teams. CSMs work with our Enterprise-licensed customers to help them collaborate and innovate with the company continuously, resulting in high retention and expansion rates.

About the role

the company is looking to hire a strategic Global Customer Success Leader to be responsible for building, coaching, and leading an amazing team of Customer Success managers and CSMs. Furthermore, you will partner closely with our regional Sales leaders and Professional Services leaders and other cross-functional partners to drive regional strategy, build senior executive relationships at our enterprise customers, ensure we drive value, and continuously improve adoption and retention.

What you'll do

• Build, coach and lead the Americas and Japan/Apac Customer Success teams
• Partner with sales leadership and other functions to improve customer lifetime value (CLV) through higher product adoption, customer value, health scores, customer satisfaction, retention and expansion
• Drive the team to hit Key Performance Indicators
• Mentor the team to maintain account hygiene, health, and indicators
• Participate in revenue and health forecasting
• Partner with stakeholders to define and deliver on a best-in-class customer experience
• Personally work with our largest customers (10K+ employee size) to establish executive relationships
• Participate and contribute in formulating key strategic decisions as a part of the CS leadership team
• As a senior leader you will continually demonstrate the company’s behaviors and values to drive an inclusive and engaged culture

What you'll need

• 10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management leadership with a consistent track record of meeting targets
• 7+years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company
• Have successfully lead Director level leaders in the past
• Strong foundation in the Customer Success norms, processes, and KPIs
• Excellent communication skills, ability to build relationships and work cross-functionally
• Background of hiring, training, and enabling CSMs with strong performance management skills
• Experience in working with Digital Customer Success and/or Marketing to drive CS at scale.
• Experience driving professional services to deepen customer relationships and accelerate their time to value.
• Excellent ability to identify and resolve problems in CS processes
• Solid understanding of AI, Enterprise SaaS applications and collaboration technology

What's in it for you

We want you to feel supported, connected, and ready to grow. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to ourGlobal the company benefits board.

• Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend.