Head of Global Customer Success
As Head of Global Customer Success at ChannelEngine, you shape and execute the global CSM strategy. You lead a high-performing team across diverse markets, serve as the voice of the customer internally, and drive a customer-first culture that dire...
As Head of Global Customer Success at ChannelEngine, you shape and execute the global CSM strategy. You lead a high-performing team across diverse markets, serve as the voice of the customer internally, and drive a customer-first culture that directly impacts retention and expansion revenue.
What you'll do
- Lead and empower regional CSM Managers, Team Leads, and individual contributors across global markets
- Guide tailored approaches for Key Accounts, Mid-Market, and Accelerate segments, and develop scalable digital CSM engagement models based on customer behavior
- Implement best practices, tools, and processes for consistent, data-driven customer engagement across the lifecycle — from onboarding through long-term value realization
- Embed a customer-first mindset across the organization by collaborating closely with Sales, Product, Marketing, Delivery, and Support
- Monitor customer health, lead strategic reviews, and guide expansion opportunities through cross-sell and upsell strategies
- Design effective team structures and implement operational routines to ensure scalability and continuous improvement
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