VP Global Customer Success

Role Overview

The Vice President of Global Customer Success is an executive‑level role responsible for defining and executing a global strategy that maximizes customer value realization, leading to customer retention, loyalty and revenue growth. This role owns the post‑sale customer journey and is responsible and accountable for the financial health of the customer base.

You will play a critical role in the success of our customer base by driving alignment across the business globally. This role is both strategic and operational and requires strong execution and operational skills.

• Customer Success Vision: Define the global vision, strategy, and operating model for Customer Success (CS) to ensure a unified, world‑class experience across all segments and international markets.
• Retention & Expansion: Directly own and drive core financial metrics, including Net Revenue Retention (NRR), Gross Retention Rate (GRR), Churn Reduction, and Customer Lifetime Value (CLV).
• Executive Sponsorship: Serve as the Executive Sponsor for the most strategic global accounts, managing C‑level relationships and resolving major escalations to ensure customer satisfaction and long‑term partnership.
• GTM Alignment: Collaborate with Sales, Finance, and Product leaders to ensure a seamless Go‑to‑Market (GTM) motion from pre‑sales handoff through renewals and expansion. Also help develop CS processes on growth opportunity identification and hand‑off with sales.
• Customer Communication: Partner closely with Marketing and Customer Experience Operations to ensure timely, accurate and valuable communication to the customer base regarding cross‑sell and other account growth opportunities.
• Scale & Structure: Design, implement, and continuously optimize the global Customer Success organization’s structure, including capacity planning, regional coverage, and specialized CS roles (e.g., CSMs, Adoption Specialists, Renewal Managers).
• Leadership Development: Recruit, mentor, and coach a global team of CS leaders, fostering a high‑performance, customer‑obsessed culture focused on driving measurable business outcomes across AECO and Field Systems.
• Automation: Identify and implement automation opportunities within CX workflows to reduce administrative burden on customer‑facing teams and enhance overall operational efficiency.
• Customer Lifecycle Optimization: Support the design and execution of the end‑to‑end customer journey map (onboarding, adoption, value realization, renewal, advocacy), identifying and mitigating pain points at every stage.
• Metric and Reporting Strategy: Support the design and help define the reporting strategy for the Customer Success Organization, ensuring the establishment and monitoring of key metrics & KPIs including Net Revenue Retention (NRR), Gross Retention Rate (GRR) and Customer Lifetime Value (CLV).
• Health Scoring & Risk: Establish a global, standardized customer health scoring methodology to proactively identify at‑risk and high‑growth accounts. Oversee and standardize churn mitigation and intervention playbooks.
• Technology & Tools: Partner with CX Operations to select, implement, and maximize the effectiveness of the Customer Success platform (e.g., Gainsight, Totango), CRM (e.g., Salesforce), and other enablement tools.
• Compensation: Partner with CX Operations to support the design and help define annual requirements of CS compensation plans (including variable compensation) that align team incentives directly with critical customer and company metrics (e.g., Gross Retention, Net Retention, and product adoption).
• Voice of the Customer (VoC): Lead the strategy for gathering, analyzing, and acting on customer feedback, including NPS and CSAT programs, ensuring customer insights directly influence the Product and Engineering roadmaps.

Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission‑ or…