Global Head of Customer Success

2 weeks ago

San Mateo, California, United States SendBird Full time
About the Role

We are seeking a seasoned professional to lead our Customer Success team as the Global Head of Customer Success. In this role, you will be responsible for developing and executing strategies to drive customer success, growth, and retention. You will lead a globally distributed team, collaborating with cross-functional teams to ensure seamless customer experiences.

Key Responsibilities
  • Customer Success Strategy: Develop and implement customer success strategies aligned with company goals and objectives.
  • Team Management: Manage and develop a global customer success team, fostering a culture of excellence and ensuring alignment with company goals.
  • 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: Utilize 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

We offer a comprehensive benefits package, including medical, dental, and vision insurance, flexible spending accounts, equity program, 401K program, parental leave, life and disability insurance, and a Be Your Best Self stipend for professional development and wellness expenses.

Our salary range for this role is $245,000 - $265,000 OTE, based on function, level, and geographic location. We consider several factors when making final compensation decisions, including skill sets, experience, and training.

We value collaboration and relationship building, and require all employees within an hour's commute range of their local office to gather with their team in the office three days per week as a minimum.

We are an equal opportunity employer and welcome applications from diverse candidates. We respect, promote, and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you.

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