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Senior Director, Customer Success
TeamViewer. Lead and coach a global multi-region team of Customer Success Managers .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading global Customer Success teams, implementing scalable customer engagement strategies, and optimizing customer retention and growth metrics in a SaaS environment. Proficient in leveraging data-driven insights and cross-functional collaboration to enhance customer satisfaction and loyalty.
Highest-signal resume keywords
Customer Success LeadershipSaaS Platform ManagementCustomer Retention StrategiesCross-Functional CollaborationCustomer Segmentation Models
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 MetricsCustomer Lifecycle EngagementData-Driven Program ImplementationPredictive ModelingCustomer Health ScoringCustomer Adoption StrategiesRetention ForecastingRisk Mitigation ProcessesEngagement Program DevelopmentScaling Customer Success Operations
Soft Skills
Outstanding CommunicationStakeholder ManagementCoaching and LeadershipCollaboration SkillsStrategic Thinking
Tools & Technologies
Customer Success ToolsDigital ToolsAutomation Platforms
Industry Keywords
Customer SuccessAccount ManagementSaaSCloud SoftwareMulti-Product PlatformsGlobal LeadershipHigh-Growth EnvironmentsCustomer Engagement ModelsCustomer SatisfactionValue Realization
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead and coach a global multi-region team of Customer Success Managers
- Establish standardized customer health scoring and lifecycle engagement models
- Develop segment-specific engagement for SMB, Mid-Market, and Enterprise customers
- Drive Customer Retention & Growth (NRR) and Gross Revenue Retention (GRR)
- Architect and implement scalable, data-driven programs and playbooks across 650K customers and multiple product lines
- Leverage digital tools and automation for low-touch and tech-touch segments
- Develop strategy and model to optimize high-touch approaches for strategic accounts
- Evaluate, select, and implement Customer Success tools and platforms
- Partner with Product, Sales, Marketing, Support, and Operations to deliver a cohesive customer experience
- Serve as the internal voice of the customer and drive product improvements and strategic initiatives
- Build predictive models and proactive risk mitigation and renewal processes
- Deliver accurate retention forecasts and actionable insights to the executive team and Supervisory Board
- Create programs that amplify success stories and promote engagement
- Drive customer adoption, retention, satisfaction, value realization, and long-term loyalty
Requirements
What you’ll need- 10+ years of experience in Customer Success, Account Management, or related functions
- At least 5 years in a global leadership role in a SaaS or cloud software business
- Demonstrated success managing Customer Success functions at scale (200-$500M ARR)
- Experience across multiple geographies and customer segments
- Deep understanding of managing a multi-product SaaS platform
- Experience navigating complex customer environments
- Expertise in customer success metrics and success planning across the customer lifecycle
- Experience scaling CS operations
- Experience implementing customer segmentation models in high-growth or transformation contexts
- Strong cross-functional collaboration skills, especially with Sales, Product, and Marketing
- Outstanding communication and stakeholder management capabilities
- Approximately 25-30% domestic and international travel
- Must be based in the USA
Benefits
Comp & perks- Competitive compensation and bonuses
- 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 teambuilding events
- Leadership luncheons
- Companywide “All Hands” meetings
- Open door policy
- Business casual dress code
- Professional and personal growth opportunities
- Application and hiring process accommodations or adjustments