Global Head of Customer Success

3 days ago

San Mateo, California, United States SendBird Full time

We are seeking a highly skilled and experienced leader to drive customer success across the globe. As the Global Head of Customer Success, you will be responsible for developing and implementing strategies to align the Customer Success organization with company goals and objectives.

Key Responsibilities:
  • Customer Success Strategy: Develop and implement strategies to drive customer growth and retention.
  • Team Management: Manage and develop a global customer success team, ensuring alignment with company goals and fostering a culture of excellence.
  • Renewals Strategy: Oversee the renewal process, collaborating with sales teams to ensure accuracy in forecasting and accountability in renewals management.
  • Cross-Functional Leadership: Build alliances across teams to improve processes and drive the company's value proposition, enhancing customer conversations and ensuring cohesive engagement.
  • Enterprise Customer Engagement: Meet regularly with enterprise customers to develop and execute tailored success strategies.
  • Digital Success: Lead the continued implementation and growth of a program to enhance support for Sendbird's lowest tier of customers, focusing on scalability without increasing headcount.
  • Support Team and Escalations: Provide leadership to the customer support team, stepping in on escalations and driving improvements in processes and scalability.
  • Customer Success Enablement: Develop, maintain, and socialize resources (e.g., decks, templates, scripts) to enable the team, particularly focusing on our green verticals.
  • Customer Health Monitoring: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention.
  • Customer Feedback and Advocacy: Gather customer feedback to drive product improvements and advocate for customers within the company.
  • Customer Success Technology: Utilizing customer success management platforms and tools to streamline processes and improve efficiency.
  • Global Engagement: Regularly participate in customer engagements and internal meetings in the APAC/EMEA regions, including international travel, 1-2 times per quarter.

Requirements:

  • Strategic and Visionary: Demonstrated ability to develop and execute customer success strategies aligned with customer needs and company goals.
  • Customer-Centric: Passion for delivering exceptional customer experiences and driving customer success initiatives.
  • Operationally Excellent: Proven track record in optimizing customer support processes and scaling support operations efficiently.
  • Leader: Strong leadership skills with experience in managing and developing high-performing global teams.
  • Collaborative: Ability to build alliances and drive process improvements across cross-functional teams.

What We Offer:

  • Competitive Salary: A reasonable estimate of the current salary range for this role is $245,000 - $265,000 OTE.
  • Flexible Work Policy: We offer a flexible work schedule at Sendbird. We also value collaboration and relationship building.
  • Diversity and Inclusion: We respect, promote, and encourage diversity for equal employment opportunities.

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