דרושים » שירות לקוחות » Director of Customer Service

We are looking for a VP, Head of Global Customer Success to lead our global Customer Success strategy and operations.
This is a global leadership role, in partnership with regional Customer Success leaders. Your mission will be to:
Standardize and scale our global customer success strategy, frameworks and operating model
Upgrade our account management practices to grow higher-value and more complex customers
Maintain the strengths of our SMB-at-scale operations
This role is ideal for a data-driven, strategic CS leader who thrives in global environments and has deep experience building structured success programs across regions.
What youll do:
Define and lead our Global Customer Success strategy - balancing scalable SMB processes with more sophisticated account management practices for larger and more strategic customers.
Operate in a matrix leadership structure, partnering with regional CSM Heads to drive alignment, consistency, and execution excellence.
Design and own global KPI frameworks and reporting, including retention, NRR/GRR, product adoption, segmentation health metrics, and churn insights.
Implement global governance and operational discipline, including dashboards, QBR structures, success scorecards, and executive reporting.
Build scalable lifecycle programs - onboarding, adoption, expansion, renewals - tailored for SMBs while supporting the evolution toward mid-market / upper-SMB / light-enterprise customers.
Lead business analysis and performance optimization, identifying opportunities to improve impact, efficiency, segmentation, and engagement models.
Strengthening cross-functional alignment with Sales, Product, Risk, Operations, and Support to drive improved customer outcomes.
Champion Voice-of-Customer and data-driven insights, converting findings into actionable strategies and priorities.
Mentor and influence regional CS leadership, creating a collaborative global CS community.

we are the fastest growing business within the organization and instrumental to the companys strategic growth objectives. You will play a key leadership role across multi-disciplinary teams, guiding them through complex consulting engagements and be responsible for creating and positioning strategic change agendas within our company's largest accounts across the C-suite, spanning the intersection between complex Business and IT customer solutions, transformations that impact across the entire customer Eco-system.
As a Consult Partner, you will have a pivotal role in driving profitable growth, leveraging our comprehensive capabilities to build strong client relationships, and leading your team to success. This role demands a strong presence, industry expertise, and the ability to cultivate relationships with CXO-level clients. Your leadership will be critical in fostering talent development and innovation within the organization.
This role will also be leading the overall client engagement and delivering high quality client work alongside senior client stakeholders. Working in a transaction environment which may be pre or post deal, planning post deal implementation, and ultimately supporting execution. Partners will be focused on financial impact, utilization and contribution, client impact and leadership.
Contribute to Profitable Growth:
Drive significant financial outcomes through signings and revenue targets
Ensure sustained growth and profitability, managing margin expectations and backlog growth
Support the identification, pursuit and conversion of a pipeline of business development opportunities
Undertake scoping and fee negotiation on engagements, while enduring profitability and understanding and containing risk
Client Engagement:
Build and maintain deep relationships with client CXOs and be seen as the 'go to' person and a trusted advisor by senior executives
Leading C-level client interactions and consulting initiatives, deliverables and outputs of a deal engagement
Demonstrate credibility and experience to advise and deliver on complex consulting engagement
Enhance client satisfaction, as measured by Net Promoter Score (NPS) and new relationship development; Secure client references
Operational Excellence:
Achieve individual and team utilization targets
Lead the design of complex engagements and take responsibility for oversight of delivery, ensuring high performance and customer satisfaction
Leadership, Management, People
Lead by example; Fostering a culture of continuous personal and professional development and challenging our people to be curious and innovative and supportive for each other. At the same time ensuring that all outcomes are commercially focused, value adding and effectively executed
Strategic Contribution:
Utilize industry and technology expertise to shape and drive the companys strategic initiatives.
Align with our companys strategic vision and contribute to its execution.
Drive external eminence and innovation, establishing a strong personal and organizational brand in the industry.
Proactively develop thought leadership and intellectual capital.