Global Customer Success Manager

Job Summary

Leading the post-sale experience for a portfolio of strategic global accounts, the full-time Global Customer Success Manager will drive adoption, value realization, and retention in a remote environment while collaborating cross-functionally with various stakeholders.

Key responsibilities

• Owning the global post-sale customer journey, including onboarding, adoption, and retention
• Leading quarterly business reviews (QBRs) and executive business reviews (EBRs) with stakeholders
• Building and executing outcome-based Success Plans while monitoring customer health and mitigating risks

Required qualifications

• 5-10 years of experience in Customer Success, Consulting, or Strategic Account Management in B2B SaaS
• Experience managing enterprise/global accounts
• Proven track record of leading QBRs/EBRs with executives
• Demonstrated ability to drive cross-functional alignment without authority
• Experience with CRM/CS tools such as Salesforce and Gainsight