Vice President, Global Customer Success

About The Role

We are looking for a commercially savy Vice President, Global Customer Success to lead, scale, and build out our global Customer Success organization. This is a high-impact leadership role where you will define the vision, operating model, and strategy that ensures our customers achieve measurable value, driving adoption, retention, expansion, and advocacy worldwide. You’ll combine executive leadership with hands-on engagement while building a world-class Customer Success function.

In this role, you will own the global Customer Success function, with direct leadership of the EMEA and and dotted-line leadership of the North America and APJ Customer Success organization. You will work in close alignment with regional leaders and cross-functional stakeholders to ensure consistency, performance, and impact across all markets.

What You’ll Do

Global Leadership & Strategy

• Define and execute the global Customer Success vision aligned with company growth goals
• Build scalable frameworks including segmentation, playbooks, and customer health models
• Establish and track OKRs across NRR, GRR, churn, upsell, and customer satisfaction
• Lead and develop a high-performing global CSM and Renewal organization

Customer Success Excellence

• Leverage to do drive excellence and scale
• Ensure delivery of measurable customer value through structured success planning
• Standardize processes, reporting, and engagement models globally
• Act as an executive sponsor for key strategic accounts

Renewals & Growth

• Lead the global renewal function with a focus on predictability and risk mitigation
• Build scalable renewal strategies, including pricing and forecasting models
• Drive collaboration between Customer Success and Sales to maximize expansion opportunities

Cross-Functional Leadership

• Partner with Sales, Service, Customer Support, Product, Marketing, Finance, and RevOps to optimize the customer lifecycle
• Translate customer insights into product innovation and go-to-market improvements
• Champion operational clarity and accountability across teams

Operational Excellence

• Implement scalable processes, automation, and best practices globally
• Drive data-led decision-making through dashboards, KPIs, and forecasting
• Continuously improve customer success programs and methodologies

What You Bring

• Proven track record leading global Customer Success teams, ideally in a PE-backed SaaS environment
• Hands-on leadership style with ability to engage directly with key customers
• Strong commercial acumen (forecasting, negotiation, expansion strategy)
• Deep knowledge of Customer Success frameworks and lifecycle management
• Experience with renewals, pricing strategies, and churn mitigation
• Strong analytical, presentation, and operational design skills

Personal Attributes

We are looking for a strategic thinker who can simplify complex challenges into scalable, practical solutions. The ideal candidate is an exceptional communicator, comfortable engaging across different cultures and organizational levels. They bring a strong customer-first mindset, combined with a focus on execution and delivering results. Additionally, they are resilient, proactive, and highly driven, thriving in fast-paced and dynamic environments.

Other Information

Type of role: Permanent, Full-time

Location: Europe

Start date: As decided

About Truvio

Truvio brings together established Microsoft Dynamics ISVs in one unified company, delivering a single, intelligent product portfolio built exclusively for Dynamics 365.

We help customers and partners close the ERP Value Gap by unifying finance, operations, and commerce within a Microsoft-native suite. By embedding deep domain expertise and AI-driven automation directly into Dynamics 365, Truvio aligns ERP capabilities with real-world complexity, automating repeatable work, guiding exceptions, and keeping processes compliant and in flow.

We have over 450 employees with employees from all over the world.

We help organizations get more from their ERP investments - with solutions that simplify complexity, create clarity, and deliver outcomes that scale. Our Mission is a world where every organization grows with confidence - powered by trusted expertise and continuous innovation.