Vice President, Global Customer Success

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Vice President, Global Customer Success

Location: East Coast United States (Remote)

Position Overview

The Vice President, Global Customer Success, will be a strategic leader responsible for driving the success, satisfaction, and retention of our global Enterprise customer base. Reporting to the SVP of Global Professional Services/Customer Success the role demands a visionary approach to building and scaling a world-class customer success organization, ensuring that our customers achieve their desired outcomes while maximizing value from our products and services. The VP, Global Customer Success, will work cross-functionally with Sales, Product, Marketing, Professional Services and other departments to align on customer success strategies and ensure a seamless customer journey.

Key Responsibilities

• Strategic Leadership:
• Develop and execute a comprehensive global customer success strategy that aligns with company goals and drives customer satisfaction, loyalty, and advocacy
• Lead the design and implementation of scalable customer success processes, tools, and systems to enhance efficiency and effectiveness across regions
• Establish key performance indicators (KPIs) to measure customer success, retention, and expansion, and regularly report on progress to the executive team
• Customer Retention & Growth:
• Drive customer retention initiatives to minimize churn and increase customer lifetime value (CLTV) by identifying opportunities for upselling, cross-selling, and renewals
• Collaborate with Sales and Product teams to ensure seamless customer onboarding and transition, and to identify and address potential risks to customer success
• Develop and maintain a deep understanding of the customer base, including their industry, challenges, and goals, to tailor success strategies that meet their needs
• Team Leadership & Development:
• Lead and mentor a global team of customer success managers and professionals, fostering a culture of accountability, continuous improvement, and customer-centricity
• Recruit, develop, and retain top talent in customer success, ensuring the team is equipped with the skills and resources necessary to support the company's growth and customer demands
• Champion a customer-first mindset across the organization, promoting best practices and sharing customer success stories and insights
• Customer Advocacy & Experience:
• Act as the voice of the customer within the organization, advocating for customer needs and ensuring that feedback is effectively communicated and acted upon
• Oversee the development and execution of customer engagement programs, including webinars, training sessions, and user communities, to drive product adoption and customer satisfaction
• Partner with Marketing and Product teams to create and distribute customer success stories, case studies, and other content that showcases the value delivered to customers
• Collaborate with regional leaders to understand market dynamics and tailor customer success approaches that resonate with local customer needs
  

Skills & Qualifications

• 15+ years of experience in customer success, account management, or a related field, with at least 7 years in a senior leadership role with a Bachelor’s degree in Business, Marketing, or a related field; MBA or equivalent experience
• Recent experience leading and scaling global customer success teams in a high-growth environment
• Experience working in a SaaS, technology, or complex B2B environment is highly preferred, with deep understanding how to optimize GRR and NRR (we call it DRR)
• Robust leadership and people management skills, with the ability to inspire and develop a high-performing team
• Deep understanding of customer success best practices, methodologies, and tools, with a focus on delivering measurable outcomes
• Excellent strategic thinking and problem-solving abilities, with a data-driven approach to decision-making
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels of the organization
• Ability to travel globally as required to support the team and customers
• Deep cultural sensitivity and experience working with diverse teams and customers across multiple geographies
  
  

Target salary range for this job requisition is anticipated to be approximately $240,000 to $288,000K.

We also offer Enterprise benefits including but not limited to: medical, dental, vision, and paid time off.

The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary

Our Values

WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:

• ONE TEAM
• OPEN AND RESPECTFUL
• CURIOUS
• AGILE
• TRUE
  
  

More About Skillsoft

Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.

Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.

Thank you for taking the time to learn more about us.

If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft (US) Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.