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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading global Customer Success, Technical Support, and Account Management teams, with a focus on operational efficiency, customer retention, and data-driven decision-making. Proficient in transforming organizations to an AI-first model while enhancing customer engagement and experience.
Highest-signal resume keywords
Leadership Of Global TeamsCustomer Success ManagementData-Driven Decision MakingOperational EfficiencySaaS Industry Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Support ManagementAccount ManagementCustomer Success StrategyData AnalysisCapacity PlanningKPI DevelopmentChurn MitigationNPS ImprovementCSAT MetricsWorkflow Automation
Soft Skills
CommunicationTeam LeadershipCustomer EngagementProblem SolvingFeedback Management
Tools & Technologies
Predictive Data ToolsAutomation SoftwareMachine Learning ApplicationsCustomer Relationship Management (CRM) Systems
Industry Keywords
SaaS EnvironmentGlobal OperationsSMB SegmentCommercial SegmentEnterprise SegmentPost-Sale ExperienceCustomer TrustOnboarding CustomizationOperational FrameworksDistributed Teams
About the role
Key responsibilities & impact- Lead the global Customer Success, Global Technical Support, and Account Management organization
- Own the post-sale journey for technical support, professional services, and customer success teams
- Lead a global team of 100+ across the US, UK, Mexico, and India
- Transform the department to an AI-first operational model using automation and machine learning
- Automate workflows, streamline ticket resolution, and personalize customer engagement at scale
- Refine people, process, and technology frameworks for efficient growth
- Customize onboarding for SMG, Commercial, and Enterprise customer segments
- Lead revenue-oriented expansion teams while focusing on customer trust and experience
- Define AM, TAM, and CSM responsibilities
- Own the end-to-end post-sale experience and Net Retention Rate
- Use predictive data and tools to identify and mitigate churn risks
- Be accountable for global NPS and CSAT metrics
- Improve onboarding and long-term retention
- Build feedback loops between customers and Engineering/Product
- Translate customer pain points into actionable product roadmap feedback
- Manage five direct reports and a 100+ person global organization
- Present operational updates and metric-backed strategies to the Executive Team and Board of Directors
Requirements
What you’ll need- Significant experience leading Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a fast-growing SaaS environment
- Experience managing distributed teams across multiple time zones, specifically India, NAM, LATAM, and EMEA
- Proficiency in using data for capacity planning, health scoring, and operational efficiency
- History of strengthening data trails and understanding churn and CSAT indicators
- Experience refining individual KPIs for a global team and improving operational frameworks
- Ability to travel approximately 30% of the time to domestic and international customer sites, leadership meetings, and team meetings
- Fluent spoken and written English
- Authorization to work in the United States
Benefits
Comp & perks- Remote-first work within the specified country
- Opportunity to work with global teams across 15+ countries
- Professional growth and expertise-sharing opportunities
- Supportive executive team and board
- Equal opportunity employment
- Travel to customer sites and leadership/team meetings (approximately 30% of the time)