Vice President, Global Services - Santa Clara, CA - Hybrid

Our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. We have served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

As Vice President of Global Services, you will lead a high-impact, customer-facing organization responsible for implementation and support across our global client base. You will drive strategies to maximize customer adoption, engagement, retention, and growth, ensuring a seamless experience from onboarding through ongoing partnership. This role is highly visible, requiring close collaboration with cross-functional teams and direct engagement with senior customer stakeholders. Your leadership will be instrumental in shaping customer relationships and contributing to our long-term business value.

What you’ll do

• Lead and manage global teams responsible for customer implementation, technical support, program management, and partner services.
• Develop and execute strategies for onboarding, training, and activating new customers, ensuring alignment between customer objectives and platform capabilities.
• Design and implement customer success management processes to proactively engage, retain, and grow customer relationships, reporting on key metrics and insights.
• Serve as a customer strategist, partnering with Product and Engineering to inform product development based on customer needs and feedback.
• Collaborate with Sales and Marketing to drive upsell programs, achieve high retention rates, and execute impactful customer-facing events.
• Build and maintain senior-level relationships internally and externally, representing the company at industry and client events.
• Recruit, develop, and manage a diverse, geographically distributed team to support business growth and customer excellence.

What you’ve done

• 15+ years of experience leading customer-focused functions, including Customer Services, Customer Success, Activation, or Account Management organizations.
• Demonstrated success managing both technical and account management teams in a global environment.
• Proven ability to develop and execute customer success strategies that drive adoption, satisfaction, and revenue growth.
• Experience partnering with cross-functional teams to influence product direction and business outcomes.
• Track record of building and scaling high-performing, customer-facing teams.

Who you are

• Passionate about delivering exceptional customer experiences and building long-term relationships.
• Strategic thinker with strong leadership, communication, and interpersonal skills.
• Collaborative and team-oriented, with the ability to influence and align diverse stakeholders.
• Adaptable, creative, and dedicated to continuous improvement in a dynamic environment.
• Committed to our values and to fostering a culture of excellence and innovation.

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal.

We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248.

If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. We are on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Applicant Privacy Policy, will inform you about how we and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).