Global Customer Success Manager

Esko, a Veralto company, is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. The Global Customer Success Manager leads the post-sale experience for strategic global accounts, driving adoption, value realization, and retention.

Responsibilities:

• Owning the global post-sale customer journey, from onboarding through adoption, expansion, and retention
• Leading Quarterly and Executive Business Reviews (QBRs/EBRs) with executive stakeholders
• Developing and executing outcome-based Customer Success Plans
• Driving product adoption and aligning customer objectives to measurable business outcomes and KPIs
• Monitoring customer health, identifying risks, and proactively developing mitigation plans
• Collaborating with Sales, Professional Services, Support, and Product teams to deliver an exceptional customer experience
• Serving as the voice of the customer by providing feedback to influence product enhancements and roadmap discussions

Requirements:

• 5–10 years of experience in Customer Success, Consulting, Strategic Account Management, or a similar customer-facing role within a B2B SaaS environment
• Experience managing enterprise and global customer accounts
• Proven success leading QBRs/EBRs and engaging with executive-level stakeholders
• Experience using CRM and Customer Success platforms such as Salesforce and Gainsight
• Experience working with customers in the printing, packaging, or label industry, with an understanding of print production and packaging workflows
• Experience working with Esko software solutions is a strong plus