VP – Global Customer Success
Who We Are
Spectralink is a leader in enterprise-grade wireless communications and mobile solutions that help frontline teams work smarter and deliver exceptional customer experiences. We are scaling our global operations and seeking a strategic, customer-obsessed leader to build and run a world-class Customer Success organization.
Headquartered in Louisville, Colorado with offices in the U.K. and Denmark, we are one global company with a common vision and mission to empower excellence by enabling mobile work forces.
Want to know the best thing about working for our company? The people. Working at Spectralink means innovation with authority and collaboration among industry experts with uncompromising integrity and agility. Our employees have a chance to make powerful contributions every day. If you enjoy improving business to help customers and your teammates; enjoy solving complex problems and can communicate effectively across the organization, this is an opportunity to be a part of something great! We want to hear from you if you possess the following skills and qualifications, and are ready to join our team of positive, authentic, dedicated and innovative thinkers.
About the Role
Reporting to the CEO, the VP of Global Customer Success will define and transform the current reactive Services organization to a proactive Customer Success Organization. This executive will lead a multi-disciplinary team (Customer Success Managers, Onboarding/Implementation, Renewal & Expansion, Customer Education, and Customer Insights/Voice of the Customer) and partner closely with Sales, Product Management and Marketing to align the customer lifecycle with company growth objectives.
Key Responsibilities
- Strategy & Leadership
- Develop and own the global Customer Success strategy: lifecycle segmentation, KPIs (NRR, GRR, churn, CLTV, adoption, time-to-value), and go-to-market enablement.
- Build, scale, and mentor a high-performing, globally distributed Customer Success organization and set a culture of accountability, outcomes, and customer advocacy.
- Customer Outcomes & Growth
- Drive customer adoption and expansion (upsell/cross-sell) through value-driven playbooks and executive engagement.
- Ensure measurable reduction in churn and consistent improvement in Net Revenue Retention (NRR).
- Operational Excellence
- Implement scalable processes, renewal motions, account health scoring, forecasting, and tooling (CRM, CSM platforms, analytics).
- Address professionalizing of Field Escalations into Product Management and Engineering
- Standardize onboarding and post-sale enablement to accelerate time-to-value and reduce deployment friction.
- Cross-functional Partnership
- Partner with Product Management to translate customer insights into roadmap priorities; align with Sales on renewals and expansion opportunities.
- Collaborate with Marketing and Customer Advocacy to cultivate referenceable customers, case studies, and community programs.
- Customer Voice & Insights
- Insights into improving Customer Success
- Insights into how our solutions impact customers and feed those insights into Marketing and Sales
- Financial & Reporting
- Set and manage budget for the customer success organization; report on KPIs and outcomes regularly to executive leadership and board as required.
Qualifications
- 12+ years of customer-facing leadership roles with at least 5+ years leading Customer Success at scale (VP or Senior Director level) in SaaS, cloud, or enterprise communications/tech companies.
- Proven track record improving NRR/GRR, reducing churn, driving upsell/expansion, and scaling global teams.
- Experience with implementation/onboarding, renewal motions, customer enablement, and enterprise account management.
- Strong analytical orientation with hands-on experience using CRM, CSM software, and analytics tools to measure outcomes.
- Demonstrated ability to partner across Product Management, Sales, Marketing and Support and influence executive-level stakeholders.
- Exceptional communication and executive presence; experience engaging C-suite customers.
- Degree in Business, Technology, or related field; MBA preferred.
Core Competencies
- Strategic thinker with operational rigor
- Customer-first mindset and passion for outcomes
- Data-driven decision making
- People leadership, coaching, and talent development
- Change management and scaling operations
- Strong negotiation and conflict-resolution skills
Success Metrics (first 12 months)
- Achieve targeted improvements in Net Revenue Retention and Gross Revenue Retention.
- Reduce voluntary churn by X% (to be agreed) and shorten time-to-value for new customers.
- Establish a scalable onboarding program and account health model.
- Build a global Customer Success leadership team and documented playbooks for adoption, renewals, and expansion.
Location: Our strong preference is for this person to be local and able to come into the office a few days each week, however we will consider remote for the right candidate
What We Offer
At Spectralink you’ll have an opportunity to work in an established, profitable company on well-respected, globally distributed products. When you look us up you’ll find that we have been around for a while and have had an amazing ride; an IPO, an acquisition, now coming full circle with the tremendous opportunity to be one of the leaders in our industry. We are excited about the future. We have an incredibly dedicated and passionate team, committed executive leadership and a targeted focus to continue to dominate our industry.
All of this history makes us unique, we’re a smaller company (under 200) which means you’ll have a voice in the organization, along with a seasoned team and proven products. We offer a comprehensive benefits plan and profit sharing potential
Join us and be part of our next great chapter!