Global Customer Success Director

Shape G-P’s global customer strategy through renewals, risk management, and tiered coverage models across named accounts and major portfolios. This remote-first role serves customers worldwide.As Director, Customer Success Managers, you own gross retention and Net Retention Rate across accounts valued above $75K. You lead a distributed organization of managers and CSMs, establishing consistent playbooks, early health signals, and disciplined remediation. The position reports to the VP, Global Customer Success and collaborates with Revenue leadership, Account Management, Global Implementation, Essentials and Channels, Operations, Finance, Product, and CS Ops. G-P supports organizations building global teams through its SaaS-based Global Employment Platform.Key Responsibilities:
Own retention and NRR across the named-account portfolioManage annual account re-tiering and coverage assignmentsEnsure consistent renewal outcomes across the portfolioMaintain health signals and remediation plans for at-risk accountsCoordinate executive reporting with Revenue leadershipRequirements:
10+ years in B2B SaaS or global services5+ years managing people managersMeasurable gains in gross retention and NRRExperience designing tiered coverage and operational frameworksStrong executive presence with customers and leadersBuild predictable worldwide customer outcomes at G-P through disciplined renewals, risk cadence, coverage, and executive reporting.
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