Global Director of Customer Success (SaaS)
hace 4 días
Miami
Job DescriptionJob Summary: The Global Director of Customer Success to lead and scale our US- and NL-based teams serving mid-market and enterprise customers. This leader is responsible for building and maturing our customer success function across all stages of the lifecycle: Onboarding, Adoption, Retention, and Expansion. As the Global Director, the role will design and implement scalable processes, foster a culture of customer advocacy, and partner with cross-functional teams to deliver measurable value to customers. Your focus will be to elevate customer outcomes, maximize retention and growth, and position our Customer Success organization as a strategic driver of company performance. Location: Remote/Work from Home from The Netherlands or the following US States or CA, CO, FL, IL, IN, KS, KY, MI, MO, NC, NE, NH, OH, PA, SC, TN, TX, UT, Compensation: $140-160,000 / year plus benefits and bonus, depending on experience or equivalent local currency. Responsibilities: Leadership & Strategy • Lead and inspire geographically distributed Customer Success teams in the US and NL., • Develop a global vision and strategy for Customer Success that aligns with company goals., • Build a culture of accountability, collaboration, and customer-centricity.Process Maturity & Operational Excellence, • Define, implement, and optimize Customer Success processes across Onboarding, Adoption, Retention, and Expansion., • Standardize best practices to ensure consistent, high-quality customer experiences., • Use data and customer insights to measure impact and continuously improve outcomes.Customer Engagement & Growth, • Drive customer value realization and advocacy, ensuring strong renewal rates and expansion opportunities., • Partner with Sales, Product, and Marketing to create seamless customer journeys., • Establish executive relationships with key customers and act as an escalation point when needed.Team Development, • Recruit, mentor, and develop high-performing Customer Success Managers and leaders., • Provide coaching and career development pathways for team members., • Bachelor’s degree in business, or similar field. Advanced qualifications preferred, • 10+ years of overall experience working in SaaS / technology companies in client focused roles, • 5+ years of experience in Customer Success leadership, with proven success running and scaling departments across regions, • Demonstrated expertise in managing mid-market and enterprise accounts globally, • Track record of building and maturing processes across the customer lifecycle, • 3+ years of strong people leadership skills with experience leading distributed, multicultural teams, • Data-driven mindset with ability to leverage metrics, KPIs, and customer insights to guide decisions, • Exceptional communication and executive presence, with the ability to build trust internally and externally., • Fluent English language skills, Dutch language skills are great advantage, • Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint) and Project Management tools, • Location willing to work outside of the regular 9-5 set up to accommodate global responsibilities, • Medical/Dental/Vision and HRA with minimal employee contribution, • Company paid Group term life (up to $250,000 coverage), • Company paid Short-term /Long-term disability, • 401(k) program with up to 3% employer match, • Up to 12 weeks paid with benefits of Family Medical Leave, • Flexible time off and paid holidays, • Employee Assistance Program, • Collaborative start-up culture, • Opportunity to grow your career with a rapidly growing organization with leadership commitment to promote from within first About the Company We are a global team of innovators and advocates transforming how financial data is captured, stored, and manipulated with our comprehensive suite of automation technology. Our platform seamlessly integrates with your existing ERP for an unrivaled end-user experience. We do the heavy lifting so accounting, procurement, and fundraising teams can do their best work. PairSoft’s aspires to be the strongest procure-to-pay platform for the mid-market and enterprise, with close integration to Microsoft Dynamics, Blackbaud, Oracle, SAP, Acumatica and Sage ERPs. At PairSoft, we are passionate about innovation, transparency, diversity, and advocating on behalf of our customers and communities we support. We offer exciting career opportunities and a collaborative culture that allows individuals to learn, grow, and create meaningful impact. We are expanding and seeking team players who are eager to jump in and contribute to our rapid growth! PairSoft is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other protected status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please email us at: . To read our Candidate Data Privacy Notice - including GDPR - click here. Powered by JazzHR t3WerbRvnQ