[Hiring] Vice President of Global Customer Success @G-P

Role Description

The Vice President of Global Customer Success is a "Change Agent" tasked with transforming our post-sales experience into a tech-forward, AI-driven engine.

• Architect the CS Strategy:
  • Deliver the global vision and coverage model for Customer Success.
  • Architect solutions that leverage AI and the latest technology to scale in support of revenue ambitions.
• Drive Revenue & Lifecycle Growth:
  • Take full responsibility for the Customer Success team’s activities, including onboarding, adoption, advocacy, and retention.
  • Identify predictable pipelines for cross-sell and up-sell expansion.
• Lead a Global Transformation:
  • Hire, train, and mentor a world-class "Team of Tomorrow" across multiple time zones (AMER, EMEA, APAC).
  • Prioritize OKRs that shift the team from support-heavy to a proactive sales engine.
• Optimize Customer Lifetime Value:
  • Define the customer journey and develop "listening points" to capture actionable Voice of Customer insights.
  • Standardize interventions to increase health scores and maximize product utilization.
• Pioneer Tech-Forward Efficiency:
  • Collaborate with leaders to enhance the efficiency of Customer Success through technology.
  • Utilize advocacy software and CS management platforms to reduce churn.
• Forge Cross-Functional Partnerships:
  • Build deep relationships with Sales, Marketing, and Product.
  • Influence the product roadmap and inspire a company-wide culture of Customer Success.
• Measure & Report Effectiveness:
  • Define and track rigorous operational metrics (NRR, GRR, LTV).
  • Establish a cadence for review with the Executive Team and Board to drive transparent forecasting.

Qualifications

• 10+ years of experience, including a proven track record as a "Change Agent" in high-growth B2B SaaS ($500M+ ARR).
• A leader who understands how to build "Agentic CS" workflows and has implemented modern platforms like Gainsight, ChurnZero, or AI-driven support tools.
• Demonstrated success in driving Net Revenue Retention (NRR) and lifetime value in recurring revenue models.
• Experience leading diverse teams across multiple time zones and navigating the complexity of global HR/EOR compliance.
• Proven ability to forge deep partnerships with Product, Sales, and Finance to align the product roadmap with customer growth.

Requirements

• 2+ years experience in the Employer of Record (EOR), HR outsourcing, or global expansion industries.

Benefits

• Generous paid parental leave.
• Flexible time off.
• Spending accounts.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Sabbatical after 5 years.
• Additional compensation opportunities for both sales and non-sales roles.