Global Vice President, Customer Success (Remote - Eastern USA or Ontario, Canada)

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

The Global Head / VP of Customer Success is a strategic and operational leadership role responsible for driving customer adoption, retention, expansion, and satisfaction across all customer segments and product lines. This executive 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 at scale. They would have demonstrated capability in building scalable CS operating model that consistently achieves organizational KPIs with a proven track record of leading high performing global teams.

Responsibilities:

Leadership & Strategy

· Lead and coach a global multi-region team of Customer Success Managers (CSMs), Renewals Specialists, and Customer Experience professionals.

Customer Lifecycle Management & Retention

· Oversee and develop the strategy for the end-to-end customer journey post-sale, including adoption, retention, expansion, and advocacy.

· Establish standardized customer health scoring and lifecycle engagement models that ensure adoption, value realization, and long-term loyalty.

· Develop segment-specific strategies for SMB, Mid-Market, and Enterprise customers to maximize customer lifetime value (CLTV).

· Drive Customer Retention & Growth (NRR) and Gross Revenue Retention (GRR)

Scalable Success Frameworks

· 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.

Cross-Functional Collaboration

· 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

Customer Advocacy & Community

· 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.

Requirements:

· 15+ years of experience in Customer Success, Account Management, or related functions, with at least 7 years in a global executive 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.

· Proven track record of driving customer retention and expansion in a B2B platform/SaaS business serving both SMB and Enterprise customers.

· 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.

· Executive presence with outstanding communication and stakeholder management capabilities.

· This position is remote with up to 40% travel (domestic & international).

Additional Information:

· Work location: Remote, USA (The ideal candidate is living in Eastern USA or Ontario, Canada)

· Competitive compensation including stock-based options

· 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 team events and companywide celebrations

· Open door policy, no dress code rules, frequent all Hands and Leadership Lunches

· We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.