Senior Director, Customer Success - Remote

Team Viewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Are you ready to join our team and make an impact?

The Senior Director of Customer Success is a strategic and operational leadership role responsible for driving customer adoption, retention, and satisfaction across Team Viewer customer segments and product lines. The role will lead a global team of Customer Success professionals, develop and implement scalable success frameworks and segment specific engagement models, mature forecasting predictability and collaborate cross-functionally to ensure the organization delivers measurable value to its broad customer base.

The ideal candidate is a seasoned Customer Success leader with deep SaaS experience in mid-market Enterprise. They would have demonstrated capability in building scalable CS operating model that consistently achieves organizational KPIs with a proven track record of leading high performing global teams.

• Lead and coach a global multi-region team of Customer Success Managers (CSMs).

• Establish standardized customer health scoring and lifecycle engagement models that ensure adoption, value realization, and long-term loyalty.

• Develop segment-specific engagement SMB, Mid-Market, and Enterprise customers to maximize customer lifetime value (CLTV).

• Drive Customer Retention & Growth (NRR) and Gross Revenue Retention (GRR)

• Architect and implement data-driven programs and playbooks that are scalable across 650K customers and multiple product lines.

• Leverage digital tools and automation for low-touch and tech-touch segments while developing the strategy and model to optimize high-touch approaches for strategic accounts.

• Evaluate, select, and implement best-in-class Customer Success tools and platforms that align with business goals, enhance team productivity, and deliver actionable customer insights.

• Partner closely with Product, Sales, Marketing, Support, and Operations to ensure a cohesive and holistic customer experience.

• Serve as the voice of the customer internally, driving product improvements and strategic initiatives that align with customer needs.

• Build predictive models and establish proactive risk mitigation and renewal processes to safeguard and grow recurring revenue streams.

• Deliver accurate retention forecasts and actionable insights to the executive team and Supervisory Board

• Serve as a key advocate for customer needs internally. Partner with Product, Sales, Marketing, and Support to close the feedback loop and influence company strategy.

• Work cross functionally to create programs that amplify success stories and promote engagement.

Requirements:

• 10+ years of experience in Customer Success, Account Management, or related functions, with at least 5 years in a global leadership role in a SaaS or cloud software business.

• Demonstrated success managing Customer Success functions at scale (200-$500M ARR), ideally across multiple geographies and customer segments.

• Deep understanding of managing a multi-product SaaS platform and navigating complex customer environments.

• Expertise in customer success metrics and success planning across the customer lifecycle.

• Experience…