Global Head of Customer Success (SMB) - Remote

Overview

As the Global Head of Customer Success, you will ensure exceptional service and support for SMB customers, leading a regional customer team and developing strategies to drive customer value and satisfaction.

In Short

• Lead a world-class Customer Success team.
• Develop and implement customer success strategies.
• Enhance customer onboarding and adoption processes.
• Collaborate with sales, product, and marketing teams.
• Drive regional outcomes to reduce churn and increase retention.
• Utilize data to manage customer relationships effectively.
• Foster a culture of continuous learning within the team.
• Advocate for client needs with the Product team.
• Stay updated on industry trends to drive improvements.
• Manage P&L and team performance across multiple geographies.

Requirements

• 12+ years of experience in customer success leadership.
• Strong financial acumen with P&L management experience.
• Proven ability to build and scale high-performing teams.
• Excellent communication and interpersonal skills.
• Experience with Salesforce, Slack, and Gainsight.
• Knowledge of fitness technology and APIs is a bonus.
• Results-driven with a focus on achieving targets.
• Exceptional problem-solving and analytical skills.
• Ability to work autonomously in a fast-paced environment.
• Experience managing relationships across cultures and languages.

Benefits

• Open PTO policy for flexible time off.
• Quarterly collective days off.
• Parental and Pawternity Leave.
• Quarterly fitness reimbursement.
• Medical/Dental/Vision coverage.
• Employee Assistance Program (EAP).
• Calm App subscription for you and dependents.
• Ongoing training and professional development.
• Diversity and inclusion-focused work environment.
• Opportunity to make a significant impact in a growing organization.