Global Customer Success Leader

Role Overview

• Provide strategic leadership and direction for the Customer Success team
• Develop and implement a strategy to increase performance, revenue, and profitability
• Collaborate with senior leaders and team members
• Work with the team to ensure effective implementation of programs for complex enterprise accounts
• Identify, design, and implement customer service improvements
• Coach team members to enhance their interpersonal and relationship-building skills
• Partner with internal resources to recruit, develop, and manage a highly skilled workforce
• Identify upsell opportunities
• Develop methods to improve operational efficiency
• Provide coaching, oversight, training, and professional development for staff
• Other duties as assigned.

Requirements

• Proven experience managing and developing a team of strategic account managers and customer success professionals
• Education: Bachelor’s degree required; Master’s degree preferred
• Experience in HR services, employee benefits, or insurance is a plus
• Excellent leadership and communication skills
• Strong experience in customer relationship management
• Proficiency in project management, critical thinking, and strong attention to detail required
• Frequent travel to meet with clients
• Excellent interpersonal and communication abilities
• Reliable high-speed internet access and a quiet, distraction-free workspace
• Ability to appear on camera for trainings, meetings, and professional events
• Ability to sit or stand at a desk for extended periods working at a computer.

Benefits

• Statutory paid vacation and public holidays
• Employer-covered health and social insurance contributions (where applicable)
• Employee wellness programs
• Access to Employee Assistance Programs (EAP)