Jobs

As Engage3 moves into this next stage of growth and evolution, we are committed to excellence and innovation.

Customer Value
plays a crucial role in our organization as they directly influence customer satisfaction and loyalty. The Customer Value team is the strategic partner to existing clients, building and maintaining a strong relationship and high integration with Engage3 data and tools. The team will consult and strategize with existing customers to drive renewals, identify growth opportunities and drive high Net Revenue Retention and logo retention across their portfolio.

Position Overview

As the Global VP of Customer Success, you will lead the Customer Success organization to deliver exceptional outcomes and long-term value for our customers. You’ll drive retention, expansion, and customer satisfaction across our global client base while scaling a high-performing team aligned to the unique needs of both Retail and Brand segments.

Key Responsibilities

• Customer Retention & Growth: Own net revenue retention goals by driving onboarding, adoption, renewal, and expansion across accounts.

• Strategic Leadership: Develop and execute a global customer success strategy tailored to both Retail and Brand customer journeys.

• Team Leadership: Lead, mentor, and scale a global Customer Success team, including Customer Success Managers through Customer Success Vice Presidents.

• Cross-Functional Collaboration: Partner closely with Product, Sales, Marketing, and Services to represent the voice of the customer and drive end-to-end lifecycle success.

• Customer Advocacy: Build strong executive relationships with key accounts; establish and grow customer advocacy programs and reference networks.

• Metrics & Reporting: Track and report against KPIs and success metrics (e.g., NRR,GRR); Drive adoption of Strategic Account Planning process with reporting frameworks to measure success of going “higher & wider” and communicate outcomes to leadership.

• Process Optimization: Standardize playbooks, success plans, and engagement models for each customer type.

• Qualifications:

• 10+ years in Customer Success, Account Management, or Consulting, with at least 5 years in a senior leadership role at a SaaS company.

• Proven success managing a global team and supporting Retail clients.

• Deep understanding of the enterprise SaaS customer lifecycle and success methodologies (e.g., Strategic Account Planning, QBRs, Health Scores).

• Strong executive presence with excellent communication, negotiation, and relationship-building skills.

• Experience working with cross-functional teams, including Sales, Product, and Engineering.

• Data-driven mindset; ability to translate insights into strategic action.

• Experience with customer success tools (e.g., Salesforce).

• Nice to Have

• Knowledge of retail and CPG analytics, pricing optimization, or competitive intelligence.

• Experience scaling customer success during periods of rapid growth or change.

• MBA or relevant graduate degree.