Global Head of Customer Solutions

BreakmarkHR

. Lead and scale the global Customer Solutions organization, encompassing Account Management and Technical Support .

Posted 9/28/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in Customer Solutions, focusing on post-implementation management and technical support for enterprise clients. Proven ability to build and scale international teams while establishing effective processes and metrics for customer success.

Highest-signal resume keywords

Leadership Experience in Customer SolutionsTechnical Account ManagementPost-Implementation Customer ManagementCross-Functional CollaborationFluency in English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Support OperationsPerformance Metrics DefinitionEscalation FrameworksProcess StandardizationAnalytical Capabilities

Soft Skills

People LeadershipCoaching and DevelopmentStrategic ThinkingProblem-SolvingOrganizational Skills

Industry Keywords

Enterprise Customer SuccessB2B EnvironmentPaymentsFintechSaaS

About the role

Key responsibilities & impact

Lead and scale the global Customer Solutions organization, encompassing Account Management and Technical Support
Own the post-implementation customer experience for enterprise clients, ensuring effective ongoing support, issue resolution, and relationship management
Establish a clear global operating model across regions, functions, and customer segments
Hire, coach, and develop a diverse international team, creating strong leadership capacity as the organization grows
Define and monitor metrics measuring customer health, service quality, responsiveness, operational efficiency, and team performance
Standardize processes, escalation protocols, service expectations, and ways of working across markets
Build proactive customer-management practices that identify risks and opportunities before they become urgent
Partner with Engineering and Product teams to resolve complex technical issues and translate customer feedback into improvements
Collaborate with Commercial teams to ensure continuity from implementation through long-term account development
Act as a senior escalation point for strategic enterprise customers and high-impact technical or operational matters
Strengthen collaboration and knowledge-sharing across a remote, globally distributed organization
Support the company’s continued international expansion, particularly across Europe and APAC
Represent the voice of the customer in leadership discussions and operational planning
Create a scalable and consistent global Customer Solutions organization that delivers excellent technical support, strengthens enterprise relationships, and supports international growth

Requirements

What you’ll need

Significant leadership experience within Customer Solutions, Technical Account Management, Enterprise Customer Success, Technical Support, or a related function
Experience leading global technical support and customer-facing teams, ideally within payments, fintech, SaaS, or another technically complex B2B environment
Strong understanding of post-implementation enterprise customer management and technical support operations
Demonstrated success building, scaling, and professionalizing internationally distributed teams
Strong people leadership skills, including experience hiring, coaching, developing, and managing managers
Ability to define global processes, service standards, performance metrics, and escalation frameworks
Confidence working with senior enterprise stakeholders and navigating complex or business-critical customer situations
Strong cross-functional collaboration skills, particularly with Engineering, Product, Sales, and Operations
Ability to combine strategic thinking with hands-on execution in a fast-moving, high-growth environment
Excellent analytical, organizational, and problem-solving capabilities
Fluency in English; Spanish is a strong advantage
Willingness to travel internationally as required, approximately once per quarter

Benefits

Comp & perks

Willingness to travel internationally as required, approximately once per quarter