Global Process Owner – Customer Success

About the role

Leverages data and technology to support the sales organization, diagnosing issues and designing solutions. Helps define and refine scalable operating models across onboarding, adoption, customer engagement, renewal, expansion, advocacy, and churn mitigation motions. Develops lightweight business cases and ROI assessments to inform prioritization decisions. Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements.

Responsibilities

• Partners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectives.
• Helps define and refine scalable operating models across onboarding, adoption, customer engagement, renewal management, expansion motions, advocacy, and churn mitigation motions.
• Develops lightweight business cases and ROI assessments to inform prioritization decisions.
• Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements.
• Leads design and documentation of global process standards across key customer lifecycle domains (e.g., onboarding, health management, customer engagement, renewal planning, expansion motions, advocacy, and churn management).
• Defines roles, responsibilities, stage criteria, and handoffs across Customer Success, Sales, Commercial, Support, Operations, and Finance teams.
• Establishes governance structures and ensures consistent global adoption of standardized customer success processes.
• Drives continuous improvement by identifying breakdowns, root causes, and opportunities for simplification.
• Partners with Customer Success, Sales, Commercial, Finance, Legal, Support, and Technology teams to execute prioritized initiatives.
• Translates business needs into actionable requirements and collaborates with digital/technology teams through implementation.
• Supports rollout of new customer lifecycle processes and capabilities while ensuring alignment with enablement and communication plans.
• Makes measurements of impact of changes using defined success metrics and drives iterative refinement.
• Cross-functionally collaborates to act as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities.
• Works closely with CRO and Technology teams to ensure process, policy, and system alignment.
• Considers up- and downstream impacts of process changes across the customer lifecycle, from onboarding through renewal and expansion.

Qualifications

• 10+ years of experience in Customer Transformation, Customer Success Operations, Commercial Operations, Customer Experience, or similar functions within a technology or subscription-based business.
• Proven track record leading cross-functional transformation initiatives and establishing scalable operating models across Customer Success, Sales, Commercial, Support, and Technology organizations.
• Strong understanding of recurring revenue business models and the end-to-end customer lifecycle, including customer health management, renewals, expansion motions, retention strategies, and customer success technologies.

Pay

• United States - Dallas Infomart Office: $136,000 - $204,000 USD / Annual
• United States - Tampa Office: $136,000 - $204,000 USD / Annual
• Canada - Toronto Office: $131,000 - $181,000 CAD / Annual