Tech Stack

Description

You will build and lead a global Customer Success function at IP Fabric, driving customer adoption, satisfaction, retention, and growth. Your mission is to unify CS execution across US and EU teams, refine operational foundations like onboarding and health scoring, and own metrics and reporting for senior management.

Requirements

• Builder mentality: design and refine CS organizational structure for rapid scaling
• Coaching culture: recruit, mentor, and elevate a team of CSMs
• Drive NRR and GRR by standardizing EBRs and health-scoring models
• Daily discipline focused on KPIs, metrics, reporting, and results
• Expansion strategy: partner with Sales and Marketing to identify expansion pathways

Responsibilities

• Lead and develop a global customer success team, unifying execution across US and EU
• Assess and refine the CS model: onboarding frameworks, health scoring, renewal governance, escalation paths, Salesforce data standards
• Tailor onboarding to ensure customers extract maximum value from solutions
• Drive retention and expansion by identifying upsell and cross-sell opportunities
• Own customer success metrics, generate reports for senior management, and use data-driven insights