Head of Global Customer Success

We’re looking for a Customer Success Director to join ChannelEngine!🚀 You’ll shape and execute our global CSM strategy, aligning team objectives with business goals. As the voice of the customer, you’ll ensure their needs are understood across the organization and foster a customer-first culture. You’ll lead a high-performing team, engage in strategic customer conversations, and explore opportunities to create shared value and long-lasting impact.

What will you do as Customer Success Director?

In this role, you will lead and empower regional CSM Managers, Team Leads, and individual contributors across diverse global markets, fostering an inclusive, high-performance culture rooted in collaboration, accountability, and continuous learning.

Through your leadership, you will guide and support tailored approaches for Key Accounts, Mid-Market, and Accelerate segments, while also nurturing the evolution of our digital CSM strategy: developing automated, scalable engagement models based on customer behavior.📈A key focus will be implementing best practices, tools, and processes that support consistent, data-driven customer engagement across the lifecycle, from onboarding and adoption to long-term value realization. You will embed a customer-first mindset company-wide, collaborating closely with Sales, Product, Marketing, Delivery, and Support to elevate customer experience and retention.

With a strong grasp of performance metrics, you'll monitor customer health, lead strategic reviews, and guide expansion opportunities through cross-sell and upsell strategies. Additionally, you’ll design effective team structures and implement operational routines to ensure excellence, scalability, and continuous improvement across the function.