
Senior Customer Success Leader
17 hours ago
We are seeking a Senior Customer Success Leader for our global SaaS product company. This role will oversee high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience.
Key Responsibilities:
- Oversight of global customer support across multiple time zones
- Leadership of L1/L2 teams across various locations
- Driving escalation resolution, platform issue troubleshooting, and support KPIs
- Design and implementation of support SLAs, SOPs, QA metrics
- Promotion of NPS scores and continuous improvement initiatives
- Ownership of customer retention through a customer-centric support approach
- Cross-functional collaboration with Product, Tech & Delivery teams
- Recruitment, training, and mentorship of high-performing support teams
Requirements:
- 10+ years in Customer Support / Experience roles for SaaS platforms
- Management experience of global enterprise accounts (US & EMEA preferred)
- Familiarity with DevOps/SaaS support ecosystem
- Excellent English communication and escalation management
- Strong KPI management, data analytics & customer engagement skills
- Hospitality SaaS experience is beneficial
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