Head of Global Customer Success - Supply Chain SaaS

As the VP/Head of Global Customer Success, you will be the strategic leader acting as part strategic advisor, part technical problem-solver, and part sales diplomat – all around delivering customer value. You will ensure our customers experience maximum value from the company while championing their voice internally This role spans the customer lifecycle including on-boarding, support, services, adoption, retention, advocacy. You will be driving high retention and expansion rates, standardizing the customer journey, and managing the teams that execute onboarding, support, and account management

Key Responsibilities

● Customer Strategy & Leadership: Define and execute the customer success vision, ensuring alignment with business goals. Own end-to-end customer lifecycle including onboarding, adoption, renewal, and expansion.

● Executive Relationship Building: Act as a trusted advisor to enterprise customers. Build deep relationships with CXOs to influence strategy alignment and long-term engagement.

● Value Delivery & ROI Realization: Drive measurable outcomes for customers through platform adoption, best practices, and continuous optimization.

● Retention & Growth: Ensure high retention and NRR by identifying expansion opportunities, co-creating success plans, and proactively managing risks.

● Cross-Functional Influence: Collaborate with Sales, Product, and Operations to drive product adoption, feedback loops, and seamless delivery.

● Team Leadership: Lead and scale a high-performing global CS team. Build a culture of customer obsession, performance, and accountability.

What We’re Looking For

● 12+ years in Customer Success, Account Management, or Consulting with 5+ years in a senior leadership role.

● Proven success managing large enterprise accounts in B2B SaaS or enterprise tech.

● Familiarity with the Supply chain industry and a strong technical understanding of product features and use cases

● Should have excellent people leadership and cross-functional collaboration skills. Will be managing diverse teams (CSMs, technical staff, project managers) and need to foster teamwork among them.

● Also serve as the customer’s voice internally, so they must coordinate with Product, Engineering, and Sales leaders – advocating for customer needs

● Strong business acumen with ability to link product value to customer KPIs.

● Track record of building and scaling CS teams and processes.

● Global exposure mainly in NA is a must.