🛠 Tech Stack

💼 About This Role

You'll lead Canto's global Customer Success organization, driving product adoption and measurable customer value across NAM and EMEA. You'll own GRR and NRR outcomes by connecting customer health to retention results. This role champions AI-powered customer success and builds scalable tiered engagement strategies.

🎯 What You'll Do

• Lead and develop a multi-tiered Global CS Organization across NAM and EMEA.
• Own GRR and NRR outcomes by tracking KPIs and presenting insights to leadership.
• Drive product adoption and customer value post-onboarding.
• Build scalable CS processes including tiered engagement frameworks and playbooks.
• Champion AI-powered customer success using platforms like ChurnZero and Claude.

📋 Requirements

• 7+ years in customer success or related post-sales roles in B2B SaaS.
• 4+ years managing a CS or post-sales team with scaling experience.
• Proven track record improving GRR and NRR outcomes.
• Experience designing and launching a tiered CS model including high-touch and digital-first motions.

✨ Nice to Have

• Experience in Digital Asset Management (DAM) or Product Information Management (PIM) industries.
• Experience leveraging AI and agentic AI within CS platforms (e.g., ChurnZero) or enterprise LLM tools.
• Experience building or managing a CS presence in EMEA.

🎁 Benefits & Perks

• 🚀 Start-Up Spirit with a dynamic and innovative culture.
• 🏖️ Flexible Remote Work - US-based remote position.
• 📈 Professional Growth opportunities through challenging projects.
• 🤝 Collaborative Environment with cross-functional team partnerships.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 1 hour
3. 3Cross-functional Panel· 1 hour