Global Vice President, Customer Success

Reports To:

Chief Revenue Officer

Location:

Remote (U.S.) or Hybrid (Portland, ME)

Employment Type:

Full-Time, Exempt

Braincube helps manufacturers achieve measurable operational and financial improvements through AI-driven Real-Time Process Optimization (RTPO). By combining industrial expertise, advanced AI, and deep manufacturing knowledge, we enable customers to continuously optimize production performance, improve quality, reduce waste, and increase profitability.

Reporting directly to the Chief Revenue Officer, the Global Vice President, Customer Success is responsible for driving customer retention, adoption, value realization, and expansion readiness across Braincube's global customer base.

This leader will oversee Customer Success Managers, Process Optimization Engineers, and Integration Engineers responsible for delivering measurable customer outcomes. The role combines executive customer leadership, operational excellence, industrial process expertise, and team development. The successful candidate will build strong executive relationships with customers, establish scalable customer success programs, and ensure Braincube consistently delivers measurable business impact across all customer engagements.

• Own the global customer success strategy focused on retention, adoption, customer satisfaction, and long-term customer value.
• Lead customer lifecycle management from onboarding through renewal and expansion readiness.
• Develop executive relationships with customer stakeholders across operations, engineering, manufacturing, digital transformation, and executive leadership teams.
• Establish customer health monitoring, risk management, and escalation processes.
• Ensure customers achieve measurable operational and financial outcomes from their Braincube investment.
• Partner closely with Sales leadership to support customer growth and expansion opportunities.

• Lead the global Process Optimization Engineering team responsible for helping customers successfully adopt and expand their use of Braincube solutions.
• Develop methodologies and best practices that enable customers to identify, prioritize, and execute high-value use cases.
• Ensure customers receive expert guidance throughout onboarding, adoption, and value realization activities.
• Partner closely with Customer Success Managers and Sales teams to support customer growth and long-term success.
• Establish repeatable approaches for customer engagement, use case development, knowledge transfer, and solution adoption.
• Drive consistency, quality, and scalability across customer-facing technical engagements.

• Lead the global integration engineering team responsible for designing and deploying Product Clones that enable customer optimization and business outcomes.
• Establish best practices for industrial data modeling, integration, and deployment methodologies.
• Ensure high-quality, scalable delivery of Product Clones across customer environments.
• Partner closely with Product, Engineering, and Customer Success teams to accelerate customer time-to-value.
• Develop standards for data quality, architecture governance, and deployment excellence.

• Build, develop, and lead a high-performing global organization focused on customer outcomes and operational excellence.
• Recruit, coach, and retain top talent across Customer Success, Optimization & Integration Engineering.
• Establish clear performance metrics, accountability frameworks, and development plans.
• Foster a culture centered on customer value, teamwork, innovation, and continuous improvement.
• Partner effectively across Sales, Product, Engineering, Marketing, and Executive Leadership.

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Renewal Rate
• Customer Satisfaction
• Customer Advocacy and References
• Product Adoption

• Measurable Customer Value Realization
• Time to Value
• Optimization Program Success
• Customer Business Impact

• Team Development and Retention
• Delivery Effectiveness Resource Utilization
• Operational Scalability

• 10+ years of leadership experience in industrial software, manufacturing technology, process optimization, advanced analytics, AI, SaaS, or related industries.
• Proven experience leading customer-facing technical organizations.
• Experience managing Customer Success, Process Engineering, Industrial Analytics, or similar teams.
• Strong understanding of manufacturing operations and industrial processes.
• Demonstrated success driving customer retention, business outcomes, and organizational performance.
• Experience building and scaling global teams.
• Strong executive communication and relationship-building skills.

• Experience with Industrial AI, Real-Time Process Optimization, advanced process control, manufacturing analytics, or Industry 4.0 technologies.
• Experience…