Global Director of Customer Success (SaaS)
Global Director of Customer Success (SaaS)
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Job Description
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:
$140-160000 / 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.
- 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.
- 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.
- Recruit mentor and develop high-performing Customer Success Managers and leaders.
- Provide coaching and career development pathways for team members.
- Align team structure and resourcing to support business growth.
Requirements:
- Bachelors 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
- Open to travel globally up 20% as needed
What We Offer - USA (equivalent local package)
- Medical/Dental/Vision and HRA with minimal employee contribution
- Company paid Group term life (up to $250000 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-upculture
- 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.
PairSofts 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.
Required Experience:
Senior Manager
Employment Type
Full-Time
