Vice President, Customer Success (Remote - East Coast, USA or Toronto)

TeamViewer; United States; Remote; USD 150,000 - 250,000; Full time

Job summary

A leading company in remote connectivity software seeks a Vice President of Customer Success to drive customer adoption and retention. The role involves leading a global team, implementing strategies, and optimizing customer experiences. Ideal candidates have extensive SaaS experience and a proven track record in executive leadership. This position offers competitive compensation, flexible PTO, and a commitment to diversity and inclusion.

Benefits

Competitive compensation including stock-based options

Flexible PTO and paid holidays

401(k) with employer matching

Comprehensive Health insurance package

Up to 12 weeks of Parental Leave

Basic Life Insurance and Disability coverage

Quarterly team events and companywide celebrations

Qualifications

• 15+ years of experience in Customer Success or Account Management.
• 7+ years in a global executive leadership role in SaaS.

Responsibilities

• Lead a global team of Customer Success Managers and Specialists.
• Build and implement a Customer Success global strategy.
• Drive customer retention and expansion across B2B platforms.

Skills

Customer Success

Account Management

SaaS

Stakeholder Management

Cross-Functional Collaboration

Education

Executive Leadership

Job description

Vice President, Customer Success (Remote - East Coast, USA or Toronto)

Vice President, Customer Success (Remote - East Coast, USA or Toronto)

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Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

The Global Head / VP of Customer Success is a strategic and operational leadership role responsible for driving customer adoption, retention, expansion, and satisfaction across all customer segments and product lines. This executive will lead a global team of Customer Success professionals, develop and implement scalable success frameworks and segment specific engagement models, mature forecasting predictability and collaborate cross-functionally to ensure the organization delivers measurable value to its broad customer base.

The ideal candidate is a seasoned Customer Success leader with deep SaaS experience at scale. They would have demonstrated capability in building scalable CS operating model that consistently achieves organizational KPIs with a proven track record of leading high performing global teams.

Responsibilities

• Lead and coach a global multi-region team of Customer Success Managers (CSMs), Renewals Specialists, and Customer Experience professionals.
• Build and implement a CS global strategy in partnership with Senior Leadership across the organization
• Act as a strategic advisor to top customers ensuring appropriate Executive level relationship with key strategic accounts across the enterprise business
• Work with cross functional leadership to optimize the Customer Experience (CX) technology stack to drive efficiency, automation, and personalization across the customer journey, ensuring seamless integration with CRM, support, and analytics platforms.
• Evaluate, select, and implement best-in-class Customer Success tools and platforms that align with business goals, enhance team productivity, and deliver actionable customer insights.
• Serve as a key advocate for customer needs internally. Partner with Product, Sales, Marketing, and Support to close the feedback loop and influence company strategy.
• Work cross functionally to create programs that amplify success stories and promote engagement.
• Drive customer community engagement, executive sponsorship, and build Customer advocacy programs and a cadence of strategic advisory boards across key segments.
• Define the structure, refine org model, develop compensation plans and talent strategy needed to scale CS globally.
• Define and track key performance indicators (KPIs) such as Net Revenue Retention (NRR), Churn, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).Build predictive models and establish proactive risk mitigation and renewal processes to safeguard and grow recurring revenue streams.
• Deliver accurate retention forecasts and actionable insights to the executive team and Supervisory Board
  
  

Requirements

• 15+ years of experience in Customer Success, Account Management, or related functions, with at least 7 years in a global executive leadership role in a SaaS or cloud software business.
• Demonstrated success managing Customer Success functions at scale (200-$500M ARR), ideally across multiple geographies and customer segments.
• Deep understanding of managing a multi-product SaaS platform and navigating complex customer environments.
• Proven track record of driving customer retention and expansion in a B2B platform/SaaS business serving both SMB and Enterprise customers.
• Expertise in customer success metrics and success planning across the customer lifecycle.
• Experience scaling CS operations and implementing customer segmentation models in high-growth or transformation contexts.
• Strong cross-functional collaboration skills, especially with Sales, Product, and Marketing.
• Executive presence with outstanding communication and stakeholder management capabilities.
• This position is remote with approximately 25-30% travel (domestic & international).
  
  

Additional Information

• Work location: Remote, USA (The ideal candidate is living on the East Coast, USA or Toronto)
• Competitive compensation including stock-based options
• Flexible PTO and paid holidays
• 401(k) with employer matching
• Comprehensive Health insurance package including 100% employer-paid medical coverage
• Up to 12 weeks of Parental Leave
• Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
• Quarterly team events and companywide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!
  
  

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Industries

  Software Development

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