Vice President of Global Customer Success

G-P

12h•Remote

About The Position

Reporting directly to the CRO, the Vice President of Global Customer Success is a "Change Agent" tasked with transforming our post-sales experience into a tech-forward, AI-driven engine. G-P is evolving from a services-led organization into a premier Global Employment Platform™. We need a visionary architect to reimagine how global customer growth and retention are achieved in an AI-disrupted world, scaling our impact without a linear increase in headcount.

Requirements

10+ years of experience, including a proven track record as a "Change Agent" in high-growth B2B SaaS ($500M+ ARR), experienced at scale.
A leader who understands how to build "Agentic CS" workflows and has implemented modern platforms like Gainsight, ChurnZero, or AI-driven support tools.
Demonstrated success in driving Net Revenue Retention (NRR) and lifetime value in recurring revenue models.
Experience leading diverse teams across multiple time zones and navigating the complexity of global HR/EOR compliance.
Proven ability to forge deep partnerships with Product, Sales, and Finance to align the product roadmap with customer growth.

Nice To Haves

2+ years experience in the Employer of Record (EOR), HR outsourcing, or global expansion industries.

Responsibilities

Champion the Customer as our Compass: Place the customer experience at the peak of our strategic priorities, ensuring that every AI-driven innovation and process transformation is designed to deepen trust, accelerate time-to-value, and deliver world-class global growth outcomes.
Architect the CS Strategy: Deliver the global vision and coverage model for Customer Success, architecting solutions that leverage AI and the latest technology to scale in support of our revenue ambitions.
Drive Revenue & Lifecycle Growth: Take full responsibility for the Customer Success team’s activities—including onboarding, adoption, advocacy, and retention—while identifying predictable pipelines for cross-sell and up-sell expansion.
Lead a Global Transformation: Hire, train, and mentor a world-class "Team of Tomorrow" across multiple time zones (AMER, EMEA, APAC), prioritizing OKRs that shift the team from support-heavy to a proactive sales engine.
Optimize Customer Lifetime Value: Define the customer journey and develop "listening points" to capture actionable Voice of Customer insights, standardizing interventions to increase health scores and maximize product utilization.
Pioneer Tech-Forward Efficiency: Collaborate with leaders to enhance the efficiency of Customer Success through technology, including advocacy software and CS management platforms, to reduce churn.
Forge Cross-Functional Partnerships: Build deep relationships with Sales, Marketing, and Product to influence the product roadmap and inspire a company-wide culture of Customer Success.
Measure & Report Effectiveness: Define and track rigorous operational metrics (NRR, GRR, LTV), establishing a cadence for review with the Executive Team and Board to drive transparent forecasting.