Vice President, Global Customer Success (SaaS, Europe)

Job summary

This role involves leading and scaling a global Customer Success organization, focusing on customer value, adoption, retention, and advocacy. The Vice President will define the vision and strategy for Customer Success while ensuring alignment with company growth objectives.

Qualifications

• Proven experience in leading global Customer Success teams, preferably in a private equity-backed SaaS environment.
• Hands-on leadership style with direct engagement with key customers.
• Strong commercial acumen, including forecasting and negotiation skills.
• In-depth knowledge of Customer Success frameworks and lifecycle management.
• Experience in renewals, pricing strategies, and churn mitigation.
• Excellent analytical, presentation, and operational design capabilities.

Responsibilities

• Define and execute the global Customer Success vision in line with growth goals.
• Build scalable frameworks for customer segmentation, playbooks, and health models.
• Establish and track objectives and key results (OKRs) related to customer metrics.
• Lead a high-performing global Customer Success Management and Renewal organization.
• Ensure measurable customer value through structured success planning and standardized processes.
• Act as an executive sponsor for key strategic accounts and lead the global renewal function.
• Collaborate with Sales, Service, Customer Support, Product, Marketing, Finance, and RevOps to enhance the customer lifecycle.
• Implement scalable processes and drive data-led decision-making through KPIs and dashboards.

Skills

• Strategic thinking with the ability to simplify complex challenges.
• Exceptional communication skills, comfortable engaging across cultures and organizational levels.
• Strong customer-first mindset with a focus on execution and results.
• Resilience and proactivity in fast-paced environments.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with Customer Success management tools and data analytics platforms.