Global Vice President, Customer Success - Remote Leadership Role in Eastern USA or Ontario, Canada, Driving SaaS Growth and Customer Satisfaction

Join the TeamViewer Revolution: Shaping the Future of Digitalization

TeamViewer is a pioneering software company that's redefining the boundaries of innovation with cutting-edge technologies like Augmented Reality and Artificial Intelligence. As a global leader in remote connectivity software, we're on a mission to create a world that works better. With a diverse team of over 1,500 employees across different continents, cultures, and disciplines, we're committed to fostering an inclusive work environment where unique perspectives and talents thrive.

About the Role: Global Vice President, Customer Success

We're seeking an exceptional Customer Success leader to join our team as the Global Vice President, Customer Success. This strategic and operational leadership role is responsible for driving customer adoption, retention, expansion, and satisfaction across all customer segments and product lines. As a seasoned Customer Success leader with deep SaaS experience, you'll lead a global team of Customer Success professionals, develop and implement scalable success frameworks, and collaborate cross-functionally to ensure the organization delivers measurable value to its broad customer base.

Key Responsibilities:

• Leadership & Strategy: Lead and coach a global multi-region team of Customer Success Managers (CSMs), Renewals Specialists, and Customer Experience professionals.
• Customer Lifecycle Management & Retention:
  • Oversee and develop the strategy for the end-to-end customer journey post-sale, including adoption, retention, expansion, and advocacy.
  • Establish standardized customer health scoring and lifecycle engagement models that ensure adoption, value realization, and long-term loyalty.
  • Develop segment-specific strategies for SMB, Mid-Market, and Enterprise customers to maximize customer lifetime value (CLTV).
  • Drive Customer Retention & Growth (NRR) and Gross Revenue Retention (GRR).
• Scalable Success Frameworks:
  • Architect and implement data-driven programs and playbooks that are scalable across 650K customers and multiple product lines.
  • Leverage digital tools and automation for low-touch and tech-touch segments while developing the strategy and model to optimize high-touch approaches for strategic accounts.
  • Evaluate, select, and implement best-in-class Customer Success tools and platforms that align with business goals, enhance team productivity, and deliver actionable customer insights.
• Cross-Functional Collaboration:
  • Partner closely with Product, Sales, Marketing, Support, and Operations to ensure a cohesive and holistic customer experience.
  • Serve as the voice of the customer internally, driving product improvements and strategic initiatives that align with customer needs.
  • Build predictive models and establish proactive risk mitigation and renewal processes to safeguard and grow recurring revenue streams.
  • Deliver accurate retention forecasts and actionable insights to the executive team and Supervisory Board.
• Customer Advocacy & Community:
  • Serve as a key advocate for customer needs internally. Partner with Product, Sales, Marketing, and Support to close the feedback loop and influence company strategy.
  • Work cross-functionally to create programs that amplify success stories and promote engagement.

Requirements and Qualifications:

• Experience: 15+ years of experience in Customer Success, Account Management, or related functions, with at least 7 years in a global executive leadership role in a SaaS or cloud software business.
• Success at Scale: Demonstrated success managing Customer Success functions at scale (200-$500M ARR), ideally across multiple geographies and customer segments.
• SaaS Expertise: Deep understanding of managing a multi-product SaaS platform and navigating complex customer environments.
• Customer Retention and Expansion: Proven track record of driving customer retention and expansion in a B2B platform/SaaS business serving both SMB and Enterprise customers.
• Customer Success Metrics: Expertise in customer success metrics and success planning across the customer lifecycle.
• Operational Scalability: Experience scaling CS operations and implementing customer segmentation models in high-growth or transformation contexts.
• Collaboration and Communication: Strong cross-functional collaboration skills, especially with Sales, Product, and Marketing. Executive presence with outstanding communication and stakeholder management capabilities.

What We Offer:

As a valued member of our team, you'll enjoy a range of benefits and perks, including:

• Competitive Compensation: Competitive salary and stock-based options.
• Flexible Work Arrangements: Remote work arrangement with up to 40% travel (domestic & international).
• Comprehensive Benefits:
  • Flexible PTO and paid holidays.
  • 401(k) with employer matching.
  • Comprehensive Health insurance package including 100% employer-paid medical coverage.
  • Up to 12 weeks of Parental Leave.
  • Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid.
• Company Culture:
  • Quarterly team events and companywide celebrations.
  • Open door policy, no dress code rules, frequent all Hands and Leadership Lunches.
  • Opportunities to drive one of the c-a-r-e initiatives and celebrate diversity as one of our core values.

Why Join TeamViewer?

At TeamViewer, we're committed to building an inclusive culture where everyone feels welcome and supported. We believe that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We're proud to have an open and embracing workplace environment that will empower you to be your best.

How to Apply:

If you're a motivated and experienced Customer Success leader looking to drive SaaS growth and customer satisfaction, we want to hear from you! Please submit your application to join our team and help shape the future of digitalization.

Apply to this Job