Global Head of Customer Success – Fintech / SaaS

Global Head of Customer Success – Fintech / SaaS

Location: New York, NY (5 days onsite)

Overview

We are seeking a Global Head of Customer Success to lead and scale a mission-critical function supporting a multi-9-figure global customer portfolio (20,000+ clients).

This executive will act as the voice of the customer at the leadership level, driving retention, expansion revenue, and long-term customer value across enterprise and regulated industries.

Key Responsibilities

Strategic Leadership

• Define and execute a global Customer Success strategy aligned to revenue growth and customer retention
• Own KPIs including Net Revenue Retention (NRR), churn, NPS, and expansion revenue
• Build scalable frameworks for customer lifecycle management and product adoption
• Lead Executive Briefing Center (EBC) strategy for enterprise clients
• Lead and scale a global team of 50+ (CS leaders, ICs, and operations)
• Build regional structures and operating models across North America and Europe
• Mentor senior leaders and drive a high-performance, customer-centric culture

Commercial & Cross-Functional Alignment

• Partner with Sales on renewals, upsell, and expansion strategy
• Collaborate with Product, Finance, and Marketing on GTM and roadmap alignment
• Influence pricing, packaging, and deal structures tied to customer success outcomes

Operational Excellence

• Implement scalable global service models across geographies and verticals
• Align customer success metrics with financial outcomes and revenue recognition
• Drive continuous improvement across tooling, analytics, and CS operations

Required Experience

• 15+ years in Customer Success, Account Management, or SaaS leadership roles
• Proven experience leading global CS organizations (50+ team size)
• Strong track record of driving retention, NRR, and expansion revenue
• Deep understanding of SaaS business models and subscription economics
• Experience in fintech, banking, insurance, or other regulated industries

Preferred

• Experience in core banking, payments, or financial infrastructure platforms
• Background working with enterprise SaaS or cloud platforms (AWS ecosystem a plus)
• Exposure to venture-backed or high-growth environments

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