Director Global Customer Success

Lead global Customer Success at G-P, owning gross retention and NRR across named accounts and accounts valued above $75K worldwide. This remote-first leadership role spans multiple regions.As Director, Customer Success Managers, you lead, hire, and coach managers and CSMs across the Americas, EMEA, and APAC. You will protect the customer base, manage renewals, and drive natural expansion through tiered playbooks, health signals, and risk cadence. Reporting to the VP, Global Customer Success, you partner with Account Management, Implementation, Operations, Finance, Product, and CS Ops.Key Responsibilities:
Lead managers and CSMs across global time zonesSet tiered coverage models and standardize CSM playbooksOversee renewals and modernize legacy evergreen agreementsLead risk and churn reviews with Revenue leadershipReport retention, NRR, and portfolio risk metricsRequirements:
10+ years in Customer Success or Account Management5+ years leading and managing people managersExperience protecting and expanding large customer booksDistributed team leadership across regions and time zonesFluency with Salesforce and customer health platformsDirect global Customer Success leadership at G-P, combining retention, NRR, renewals, and scalable operating frameworks.
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