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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in customer success leadership, focusing on revenue outcomes, retention, and growth within enterprise segments. Proven ability to build high-performing teams, design effective coverage models, and foster relationships with C-suite stakeholders in complex environments.
Highest-signal resume keywords
Customer Success LeadershipRevenue Growth ManagementTeam Development and CoachingExecutive Relationship BuildingData-Driven Decision Making
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 ManagementAccount ManagementRevenue LeadershipPerformance ManagementOperational SkillsCoverage Model DesignRisk ForecastingHealth ScoringStrategic Business ReviewsRetention Target Ownership
Soft Skills
Excellent CommunicationOrganizational SkillsInfluencing SkillsCollaborationTrust Building
Tools & Technologies
Salesforce CRMAI-Enabled CS WorkflowsModern CS Platforms
Industry Keywords
SaaSHospitalityRestaurant IndustryMulti-Unit RetailInternational Markets
About the role
Key responsibilities & impact- Own Enterprise segment revenue outcomes, including net revenue retention, churn mitigation, and expansion
- Build and develop a high-performing team of managers and customer success managers
- Set vision, strategy, performance standards, and coach leaders
- Design and lead the global Enterprise Customer Success coverage model across international markets
- Shape the post-live customer success model for a rapidly growing business unit
- Serve as executive sponsor and senior escalation point for high-visibility enterprise accounts
- Build trusted relationships with corporate stakeholders at major restaurant, hotel, and sports and entertainment brands
- Drive account planning, QBRs, strategic business reviews, renewal risk management, and escalation resolution
- Partner with Sales, Care, Onboarding, and Product to advocate for Enterprise customer needs
- Use data for capacity and coverage models, health scoring, risk forecasting, and team performance metrics
- Build a trusting, collaborative, high-performance environment
- Travel as needed for customer site visits and executive engagements, including international travel
Requirements
What you’ll need- 10+ years of customer success, account management, or revenue leadership experience
- 5+ years leading teams in a SaaS or technology environment
- Experience as a second-line leader managing managers
- Experience developing leadership bench strength and conducting rigorous, caring performance management
- Proven ownership of retention and growth targets for an enterprise or strategic customer segment
- Executive presence and experience building relationships with C-suite and corporate stakeholders at large, complex customers
- Experience building or leading customer success for a global or multi-region enterprise book
- Experience designing coverage models for customers operating across international markets
- Strong operational skills, including building systems and cadences and using data to make decisions
- Experience navigating ambiguity and change, including organizational transitions, team integrations, or coverage planning
- Excellent communication, organizational, and influencing skills
- Restaurant, hospitality, or multi-unit retail industry experience (nice to have)
- Experience integrating new teams or functions into an existing organization (nice to have)
- Familiarity with AI-enabled CS workflows and tooling (nice to have)
- Experience with Salesforce CRM and modern CS platforms (nice to have)
- Experience supporting franchise or multi-brand organizations expanding internationally (nice to have)
Benefits
Comp & perks- Competitive compensation and benefits programs
- Cash compensation, including overtime, bonus/commissions if eligible
- Equity
- Benefits supporting a healthy lifestyle
- Flexible benefits to meet changing needs
- AI tools provided across disciplines
- Reasonable accommodations for persons with disabilities