Senior Director, Customer Success - Remote, USA

TeamViewer Germany GmbH • Tampa, FL

5d • Remote

About The Position

The Senior Director of Customer Success is a strategic and operational leader responsible for driving customer adoption, retention, and satisfaction across TeamViewer’s customer segments and product lines. The role leads a global Customer Success team and develops scalable success frameworks, segment-specific engagement models, and more predictable forecasting. The Senior Director collaborates across the organization to ensure customers realize measurable value.

The role focuses on building a scalable Customer Success operating model that consistently achieves organizational KPIs, supporting customers across SMB, Mid-Market, and Enterprise segments, and delivering customer outcomes across a multi-product SaaS platform. It is remote in the USA and involves approximately 25–30% domestic and international travel.

Requirements

• At least 10 years of experience in Customer Success, Account Management, or a related function.
• At least 5 years in a global leadership role in a SaaS or cloud software business.
• Demonstrated success managing Customer Success functions at scale, in an organization with $200–$500 million ARR; experience across multiple geographies and customer segments is preferred.
• Deep understanding of managing a multi-product SaaS platform and navigating complex customer environments.
• Expertise in customer success metrics and success planning across the customer lifecycle.
• Experience scaling Customer Success operations and 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.

Nice To Haves

• Experience managing a Customer Success function across multiple geographies and customer segments.

Responsibilities

• Lead and coach a global, multi-region team of Customer Success Managers.
• Establish standardized customer health scoring and lifecycle engagement models to support adoption, value realization, and long-term loyalty.
• Develop segment-specific engagement approaches for SMB, Mid-Market, and Enterprise customers to maximize customer lifetime value.
• Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Design and implement data-driven programs and playbooks scalable across approximately 650,000 customers and multiple product lines.
• Use digital tools and automation for low-touch and tech-touch customer segments, and optimize high-touch approaches for strategic accounts.
• Evaluate, select, and implement Customer Success tools and platforms that support business goals, team productivity, and actionable customer insights.
• Partner with Product, Sales, Marketing, Support, and Operations to deliver a cohesive customer experience.
• Represent the voice of the customer internally, drive product improvements, and influence strategic initiatives based on customer needs.
• Build predictive models and establish proactive risk mitigation and renewal processes to protect and grow recurring revenue.
• Deliver accurate retention forecasts and actionable insights to the executive team and Supervisory Board.
• Work cross-functionally to create programs that amplify customer success stories and promote engagement.

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 and short-term and long-term disability coverage, 100% employer-paid
• Quarterly teambuilding events, leadership luncheons, and companywide All Hands meetings
• Open door policy
• Business casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed