Description

You will lead a global team of Customer Success Managers dedicated to the Service Provider vertical, developing and executing strategies to drive retention and growth across the portfolio. You'll build high-performance culture, manage executive relationships, ensure value realization, and act as the voice of the Service Provider to the product team.

Requirements

• 5+ years senior-level client-facing leadership in SaaS or Networking industry
• Understanding of Service Provider landscape
• Proven experience managing and scaling global, remote-first teams
• Experience defining customer lifecycles, success playbooks, and health-scoring methodologies
• Ability to articulate complex technical value in terms of business ROI for executive stakeholders

Responsibilities

• Develop and execute global retention strategy to drive GRR/NRR across Service Provider portfolio
• Lead, mentor, and foster high-performance culture across a globally distributed CS team
• Build strategic relationships with customer executives at global ISPs, CDNs, and Neo-Cloud providers
• Define and execute success processes ensuring Service Providers maximize Kentik for peering optimization, DDoS defense, capacity planning, and AI-driven operations
• Partner with Sales to identify expansion opportunities and grow Kentik footprint within existing accounts