VP, Global Customer Success

The Vice President Private Cloud, Global Customer Success is the world-wide leader accountable for delivering exceptional customer experience, driving retention and growth, and optimizing post-sales operations. This leader will shape and execute the global customer success strategy – integrating strategic planning, operational excellence, and organizational leadership to ensure sustainable business outcomes.

This executive will build and lead diverse, high-performing teams that:

• Shape and implement the strategy for the business unit, encompassing operating model development, go-to-market coordination, and initiatives for talent growth.
• Orchestrate all customer success and support functions — spanning order processing, billing, technical and applications support, and field operations — to deliver a unified, seamless customer experience.
• Drive strategic planning and operational rigor by establishing measurable goals, KPIs, and scalable frameworks for global execution.
• Partner cross-functionally with Sales, Product, and Finance to identify opportunities for growth in the existing customer base through strategic cross-sell, up-sell, and value realization initiatives.
• Champion continuous improvement and automation, leveraging data, analytics, and technology to drive efficiency, predictability, and customer outcomes.
• Manage costs and resources strategically to meet or exceed financial targets within budget constraints.
• Develop organizational capability through thoughtful workforce planning, leadership development, and performance management.

Key Responsibilities:

• Strategic Planning & Leadership: Drive the creation, execution, and continuous refinement of the Global Customer Success Strategic Plan, ensuring alignment with corporate objectives and regional business priorities.
• Operational Excellence: Establish scalable processes, governance, and operating metrics to improve performance, predictability, and accountability across global teams.
• Growth & Retention: Deliver on key objectives including install base optimization, revenue retention, and expansion, leveraging analytics and insights to reduce churn and identify opportunities for growth.
• Cross-Functional Collaboration: Partner with Sales, Product Management, Finance, and Regional Leadership in the Americas, APJ, and LATAM to ensure global consistency while enabling local flexibility.
• Team & Talent Leadership: Build, develop, and inspire a diverse, high-performing global team. Create a culture of excellence, innovation, and accountability that embodies the company’s values.
• Customer Advocacy: Serve as the voice of the customer in executive discussions, influencing product roadmaps, service design, and strategic decision-making.

Knowledge:

• Deep experience in the IT and Cloud Services industry, with strong technical acumen and understanding of the technology lifecycle, SaaS and multi-cloud ecosystems, and managed services.
• Proven track record of strategic planning, operational transformation, and large-scale global execution.
• Demonstrated success in building and leading high-performing global organizations, with measurable impact on retention, efficiency, and customer success outcomes.
• Strong financial and operational management skills, including cost optimization and P&L accountability.
• Exceptional ability to influence at all levels, including C-suite and Board, serving as a trusted strategic partner.
• Inspirational communicator and change leader with a passion for customer advocacy and organizational excellence.

Experience and Education:

• Minimum 15 years of progressive leadership experience in technology or cloud services, including at least 5 years at the Director level or above overseeing global operations, strategic planning, or customer success. Cyber eco system experience preferred.
• Demonstrated experience leading through transformation, operational optimization, and customer-centric growth initiatives. AI knowledge and experience preferred.
• Bachelor’s degree preferred in engineering, IT, or business management; or relevant career experience (15+ years) required. VMware/ VCF SDDC experience preferred.

The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states. The anticipated starting pay range is: $213,000 - $396,000. Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location.