Michael Blair Associates

 

Our Client is a leader in enterprise-grade wireless communications and mobile solutions that help frontline teams work smarter and deliver exceptional customer experiences. We are scaling our global operations and seeking a strategic, customer-obsessed leader to build and run a world-class Customer Success organization.

 

The VP of Global Customer Success will define and transform the current reactive Services organization to a proactive Customer Success Organization.  This executive will lead a multi-disciplinary team (Customer Success Managers, Onboarding/Implementation, Renewal & Expansion, Customer Education, and Customer Insights/Voice of the Customer) and partner closely with Sales, Product Management and Marketing to align the customer lifecycle with company growth objectives.

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Key Responsibilities

• Strategy & Leadership

  • Develop and own the global Customer Success strategy: lifecycle segmentation, KPIs (NRR, GRR, churn, CLTV, adoption, time-to-value), and go-to-market enablement.

  • Build, scale, and mentor a high-performing, globally distributed Customer Success organization and set a culture of accountability, outcomes, and customer advocacy.

• Customer Outcomes & Growth

  • Drive customer adoption and expansion (upsell/cross-sell) through value-driven playbooks and executive engagement.

  • Ensure measurable reduction in churn and consistent improvement in Net Revenue Retention (NRR).

• Operational Excellence

  • Implement scalable processes, renewal motions, account health scoring, forecasting, and tooling (CRM, CSM platforms, analytics).

  • Address professionalizing of Field Escalations into Product Management and Engineering

  • Standardize onboarding and post-sale enablement to accelerate time-to-value and reduce deployment friction.

• Cross-functional Partnership

  • Partner with Product Management to translate customer insights into roadmap priorities; align with Sales on renewals and expansion opportunities.

  • Collaborate with Marketing and Customer Advocacy to cultivate referenceable customers, case studies, and community programs.

• Customer Voice & Insights

  • Insights into improving Customer Success

  • Insights into how our solutions impact customers and feed those insights into Marketing and Sales

• Financial & Reporting

  • Set and manage budget for the customer success organization; report on KPIs and outcomes regularly to executive leadership and board as required.

 

Qualifications

• 12+ years of customer-facing leadership roles with at least 5+ years leading Customer Success at scale (VP or Senior Director level) in SaaS, cloud, or enterprise communications/tech companies.

• Proven track record improving NRR/GRR, reducing churn, driving upsell/expansion, and scaling global teams.

• Experience with implementation/onboarding, renewal motions, customer enablement, and enterprise account management.

• Strong analytical orientation with hands-on experience using CRM, CSM software, and analytics tools to measure outcomes.

• Demonstrated ability to partner across Product Management, Sales, Marketing and Support and influence executive-level stakeholders.

• Exceptional communication and executive presence; experience engaging C-suite customers.

• Degree in Business, Technology, or related field; MBA preferred.

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Core Competencies

• Strategic thinker with operational rigor

• Customer-first mindset and passion for outcomes

• Data-driven decision making

• People leadership, coaching, and talent development

• Change management and scaling operations

• Strong negotiation and conflict-resolution skills