Senior Director, Customer Success

🔥 2 minutes ago

⛰️ Colorado, Florida, +4 more states – Remote

⛰️ Colorado – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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TeamViewer

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 Series unknown on 2009-02

SaaS • B2B • Enterprise

TeamViewer is a software company that provides secure, cloud-based remote access, remote support, and digital employee experience (DEX) tools for IT teams and enterprises. Its platform combines remote control, endpoint monitoring and management, automated remediation, and augmented reality workflows for frontline operations — with integrations into systems like Microsoft Intune, ServiceNow, and Salesforce. TeamViewer targets businesses of all sizes with specialized enterprise offerings (Tensor, DEX, Frontline), emphasizing security, compliance, and scalable device management.

📋 Description

• Lead and coach a global multi-region team of Customer Success Managers • Establish standardized customer health scoring and lifecycle engagement models • Develop segment-specific engagement for SMB, Mid-Market, and Enterprise customers • Drive Customer Retention & Growth (NRR) and Gross Revenue Retention (GRR) • Architect and implement scalable, data-driven programs and playbooks across 650K customers and multiple product lines • Leverage digital tools and automation for low-touch and tech-touch segments • Develop strategy and model to optimize high-touch approaches for strategic accounts • Evaluate, select, and implement Customer Success tools and platforms • Partner with Product, Sales, Marketing, Support, and Operations to deliver a cohesive customer experience • Serve as the internal voice of the customer and drive product improvements and strategic initiatives • Build predictive models and proactive risk mitigation and renewal processes • Deliver accurate retention forecasts and actionable insights to the executive team and Supervisory Board • Create programs that amplify success stories and promote engagement • Drive customer adoption, retention, satisfaction, value realization, and long-term loyalty

🎯 Requirements

• 10+ years of experience in Customer Success, Account Management, or related functions • At least 5 years in a global leadership role in a SaaS or cloud software business • Demonstrated success managing Customer Success functions at scale (200-$500M ARR) • Experience across multiple geographies and customer segments • Deep understanding of managing a multi-product SaaS platform • Experience navigating complex customer environments • Expertise in customer success metrics and success planning across the customer lifecycle • Experience scaling CS operations • Experience implementing customer segmentation models in high-growth or transformation contexts • Strong cross-functional collaboration skills, especially with Sales, Product, and Marketing • Outstanding communication and stakeholder management capabilities • Approximately 25-30% domestic and international travel • Must be based in the USA

🏖️ Benefits

• Competitive compensation and bonuses • 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 • Quarterly teambuilding events • Leadership luncheons • Companywide “All Hands” meetings • Open door policy • Business casual dress code • Professional and personal growth opportunities • Application and hiring process accommodations or adjustments