FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading enterprise B2B software/SaaS Customer Success teams, driving gross retention rate (GRR) and net retention rate (NRR) through strategic engagement and AI-driven methodologies. Proven ability to partner cross-functionally and deliver measurable revenue outcomes while managing complex customer relationships.
Highest-signal resume keywords
Customer Success LeadershipGross Retention Rate (GRR)Net Retention Rate (NRR)AI-Driven Customer EngagementCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success MethodologiesRevenue Expansion StrategiesData-Driven Customer Health AnalyticsNegotiation of Complex AgreementsForecasting Accuracy
Soft Skills
Coaching and MentoringChange ManagementConsultative Engagement
Tools & Technologies
SalesforceGongCRM SystemsMartech
Industry Keywords
Enterprise B2B SoftwareSaaSCustomer Lifecycle EngagementPredictive Churn ModelingMulti-Regional Deal Execution
About the role
Key responsibilities & impact- Develop and implement strategies to drive gross retention rate (GRR) and net retention rate (NRR)
- Lead a global customer success organization responsible for customer lifecycle engagement
- Maintain commercial ownership of retention and expansion targets
- Drive high-touch consultative engagement for enterprise customers and expansion revenue
- Champion AI-driven customer success agents and tools, predictive churn signaling, and conversation intelligence
- Assess customer segmentation and recommend improvements for scalability and commercial performance
- Hire, coach, and manage customer success team members
- Develop customer, product, commercial, AI literacy, and domain expertise across the team
- Design engagement processes for the largest customers and partner with Sales on revenue growth, expansion, and retention roadmaps
- Partner with EMEA Sales Leadership and global revenue teams on regional Customer Success expansion
- Create customer nurture, advocacy, Customer Advisory Board, Net Promoter, and retention-driving programs with Customer Marketing
- Drive continuous improvement of processes, playbooks, OKRs, forecasting accuracy, and the broader customer journey
- Lead cross-functional initiatives to improve customer experience and revenue outcomes
- Lead change management and value realization practices, including defining, driving, and demonstrating client ROI
- Define and own operational and commercial performance metrics
- Deliver accurate GRR/NRR forecasting and plans to attain or exceed targets
- Develop a scalable, tech-touch, AI-assisted Mid-Market customer success strategy
Requirements
What you’ll need- 8+ years of enterprise B2B software/SaaS Customer Success leadership experience
- Proven track record of consistently delivering >90% GRR and 115% NRR outcomes
- Demonstrated experience building, managing, and scaling distributed enterprise customer success teams across US and EMEA/UK markets
- Experience driving global revenue expansion and multi-regional deal execution
- Experience selling into enterprise verticals including Retail, AI/Tech, Travel, Consumer Services, and Hospitality
- Deep experience negotiating and closing complex six- and seven-figure global commercial agreements with complicated, multi-stakeholder buyer groups
- Proven ability to lead and coach customer success teams through AI and agentic transformation
- Demonstrated ability to partner cross-functionally with Revenue Operations, Marketing, and Sales
- Strong command of customer success retention and expansion methodologies
- Experience with CRM systems and data-driven customer health analytics
- Salesforce, Gong, and reporting tools experience required
- Martech experience is a plus
- Experience leveraging AI capabilities for account health visibility, predictive churn modeling, and operational productivity
Benefits
Comp & perks- Equal opportunity employer committed to diversity and inclusion
- Inclusive work environment
- Remote work arrangement
- Customer success leadership opportunity with commercial ownership and expansion responsibility