[Hiring] Senior Director, Customer Success @TeamViewer Germany GmbH

Role Description

The Senior Director of Customer Success is a strategic and operational leadership role responsible for driving customer adoption, retention, and satisfaction across TeamViewer customer segments and product lines. The role 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 in mid-market Enterprise. They would have demonstrated capability in building scalable CS operating models that consistently achieve organizational KPIs with a proven track record of leading high-performing global teams.

• Lead and coach a global multi-region team of Customer Success Managers (CSMs).
• Establish standardized customer health scoring and lifecycle engagement models that ensure adoption, value realization, and long-term loyalty.
• Develop segment-specific engagement for SMB, Mid-Market, and Enterprise customers to maximize customer lifetime value (CLTV).
• Drive Customer Retention & Growth (NRR) and Gross Revenue Retention (GRR).
• Architect and implement data-driven programs and playbooks that are scalable across 650K customers and multiple product lines.
• Leverage digital tools and automation for low-touch and tech-touch segments while developing the strategy and model to optimize high-touch approaches for strategic accounts.
• 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.
• Partner closely with Product, Sales, Marketing, Support, and Operations to ensure a cohesive and holistic customer experience.
• Serve as the voice of the customer internally, driving product improvements and strategic initiatives that align with customer needs.
• 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.
• 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.

Qualifications

• 10+ years of experience in Customer Success, Account Management, or related functions, with at least 5 years in a global 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.
• 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.
• Outstanding communication and stakeholder management capabilities.
• This position is remote with approximately 25-30% travel (domestic & international).

Benefits

• Work location is Remote, USA.
• Competitive compensation and bonuses.
• 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 teambuilding events, leadership luncheons, and companywide “All Hands” meetings.
• Open door policy and business casual dress code.
• We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!