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.
Requirements: Professional Background:
10-15+ years of experience in Customer Success, Account Management, or Post-Sales leadership, including:
5+ years in global or multi-region leadership roles
Proven experience operating in an HQ or corporate center role
Experience leading through influence in matrix environments
Strong experience building structured Customer Success models at scale, including segmentation, playbooks, KPI frameworks, lifecycle design, and operational governance.
Experience in fintech or payments - significant advantage.
Experience supporting SMB customers at scale - strong advantage.
Experience evolving Customer Success toward more upmarket / strategic customer engagement - strong advantage.
Demonstrated success influencing senior stakeholders and partners globally.
Skills & Competencies:
Highly analytical, comfortable with data, reporting, forecasting, and KPI ownership.
Executive-level communication - clear, persuasive, structured.
Strong business acumen and understanding of revenue drivers.
Comfortable working across cultures and functions.
Ability to balance strategic leadership with operational execution.
This position is open to all candidates.