Vice President of Global Customer Success (SaaS)

TL;DR

Vice President of Global Customer Success (SaaS): Transforming the post-sales experience into a tech-forward, AI-driven engine with an accent on global growth, retention, and scalability. Focus on architecting AI-driven CS workflows, driving Net Revenue Retention (NRR), and leading cross-functional global transformations.

Location: United States (Remote-First)

Salary: $266,400 - $280,000

Company

Global Employment Platform enabling clients to expand into over 180 countries quickly and efficiently without the complexities of establishing local entities.

What you will do

• Architect the global CS strategy and coverage model, leveraging AI and modern technology to scale revenue ambitions.
• Take full responsibility for onboarding, adoption, advocacy, and retention to drive predictable pipelines for cross-sell and up-sell expansion.
• Lead, hire, and mentor a world-class global team across AMER, EMEA, and APAC time zones.
• Define the customer journey and establish "listening points" to capture Voice of Customer insights and increase health scores.
• Collaborate with Sales, Marketing, and Product leaders to influence the product roadmap and reduce churn.
• Track and report operational metrics including NRR, GRR, and LTV to the Executive Team and Board.

Requirements

• 10+ years of experience as a "Change Agent" in high-growth B2B SaaS with $500M+ ARR.
• Proven experience implementing modern CS platforms such as 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 global time zones and navigating global HR/EOR compliance.
• Ability to forge deep partnerships with Product, Sales, and Finance to align product roadmaps with customer growth.

Nice to have

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

Culture & Benefits

• Remote-first work environment that empowers team members with flexibility and resources.
• Opportunity to positively impact lives worldwide by breaking down barriers to global business.
• Competitive compensation and benefits package.
• Inclusive and diverse culture committed to equity and authenticity.