The Role
The Global Director of Customer Success leads teams to enhance customer engagement and retention, implementing scalable strategies and processes for mid-market and enterprise clients.
Summary Generated by Built In
Job Summary:
The Global Director of Customer Success to lead and scale our USA and Netherlands based teams serving mid-market and enterprise customers. This leader is responsible for building and maturing our customer success function across all stages of the lifecycle: Onboarding, Adoption, Retention, and Expansion.
As the Global Director, the role will design and implement scalable processes, foster a culture of customer advocacy, and partner with cross-functional teams to deliver measurable value to customers. Your focus will be to elevate customer outcomes, maximize retention and growth, and position our Customer Success organization as a strategic driver of company performance.
Location:
Remote/Work from Home from The Netherlands or the following US States:
CA, CO, FL, IL, IN, KS, KY, MI, MO, NC, NE, NH, OH, PA, SC, TN, TX, UT,
Compensation:
$140-160,000 / year plus benefits and bonus, depending on experience or equivalent local currency.
Responsibilities:
Leadership & Strategy
Requirements:
What We Offer - USA (equivalent local package)
The Global Director of Customer Success to lead and scale our USA and Netherlands based teams serving mid-market and enterprise customers. This leader is responsible for building and maturing our customer success function across all stages of the lifecycle: Onboarding, Adoption, Retention, and Expansion.
As the Global Director, the role will design and implement scalable processes, foster a culture of customer advocacy, and partner with cross-functional teams to deliver measurable value to customers. Your focus will be to elevate customer outcomes, maximize retention and growth, and position our Customer Success organization as a strategic driver of company performance.
Location:
Remote/Work from Home from The Netherlands or the following US States:
CA, CO, FL, IL, IN, KS, KY, MI, MO, NC, NE, NH, OH, PA, SC, TN, TX, UT,
Compensation:
$140-160,000 / year plus benefits and bonus, depending on experience or equivalent local currency.
Responsibilities:
Leadership & Strategy
- Lead and inspire geographically distributed Customer Success teams in the US and NL.
- Develop a global vision and strategy for Customer Success that aligns with company goals.
- Build a culture of accountability, collaboration, and customer-centricity.
- Define, implement, and optimize Customer Success processes across Onboarding, Adoption, Retention, and Expansion.
- Standardize best practices to ensure consistent, high-quality customer experiences.
- Use data and customer insights to measure impact and continuously improve outcomes.
- Drive customer value realization and advocacy, ensuring strong renewal rates and expansion opportunities.
- Partner with Sales, Product, and Marketing to create seamless customer journeys.
- Establish executive relationships with key customers and act as an escalation point when needed.
- Recruit, mentor, and develop high-performing Customer Success Managers and leaders.
- Provide coaching and career development pathways for team members.
- Align team structure and resourcing to support business growth.
Requirements:
- Bachelor’s degree in business, or similar field. Advanced qualifications preferred
- 10+ years of overall experience working in complex SaaS / technology environment in client focused roles. Payment solution / AP / Workflow management experience preferred
- 5+ years of experience in Customer Success leadership, with proven success running and scaling departments across regions
- Demonstrated expertise in managing mid-market and enterprise accounts globally
- Track record of building and maturing processes across the customer lifecycle
- 3+ years of strong people leadership skills with experience leading distributed, multicultural teams
- Data-driven mindset with ability to leverage metrics, KPIs, and customer insights to guide decisions
- Exceptional communication and executive presence, with the ability to build trust internally and externally
- Fluent English language skills, Dutch language skills are great advantage
- Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint) and Project Management tools
- Location willing to work outside of the regular 9-5 set up to accommodate global responsibilities. US EST or Europe CET hours preferred.
- Open to travel globally up 20% as needed
What We Offer - USA (equivalent local package)
- Medical/Dental/Vision and HRA with minimal employee contribution
- Company paid Group term life (up to $250,000 coverage)
- Company paid Short-term /Long-term disability
- 401(k) program with up to 3% employer match
- Up to 12 weeks paid with benefits of Family Medical Leave
- Flexible time off and paid holidays
- Employee Assistance Program
- Collaborative start-up culture
- Opportunity to grow your career with a rapidly growing organization with leadership commitment to promote from within first
Top Skills
MS Office
Project Management Tools
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The Company
What We Do
PairSoft brings together two industry leaders to form the strongest procure-to-pay platform for the mid-market and enterprise, with close integration to Microsoft Dynamics, Blackbaud, Oracle, SAP, Acumatica, and Sage ERPs.
