Global Head of Customer Experience (Remote)

About Our Client

They understand the challenges of running out of Internet when needed the most or returning from a trip only to discover unexpected charges on the bill. After exploring data roaming and pocket WiFi options, they have identified the best solution: purchasing an eSIM card, the virtual SIM card for connecting to the Internet abroad. Our client serves as a one-stop shop for international eSIM cards across more than 170 destinations. The setup is simple, offering a 4G and 5G internet connection globally. Users can stay connected by scanning a QR code, eliminating the need to deal with expensive international roaming data bills.

About The Role

Our client is in search of a dynamic Global Head of Clients to join their rapidly growing team. This professional should possess excellent communication skills and be tasked with overseeing the entire customer journey across all regions. Responsibilities include managing sales, customer support, and quality assurance. The ideal candidate must be capable of developing customer-centric teams and programs, collaborating cross-functionally with marketing to ensure effective communication with clients, design, product, and sales teams, thereby ensuring an optimized and memorable experience for all customers. This individual will play a key role in keeping the world connected by ensuring customer engagement, brand loyalty, and advocacy for the product.

Responsibilities

• Oversee strategic business initiatives from development through successful execution.
• Collaborate cross-functionally to enhance processes and drive the strategy for scaling Customer Success.
• Design and implement customer experience SLAs.
• Manage the customer experience from sales handoff through post-sales and ongoing customer engagement through renewals.
• Cultivate exceptionally strong, trusting relationships with customers and partners.
• Ensure best-in-class levels of adoption, expansion, and retention for customers.
• Foster a culture of delivering positive business results with a customer-centric mentality.
• Take charge of hiring, team growth, and training in line with expansion plans, focusing on Europe, Asia, and the Americas.
• Increase the NPS (Net Promoter Score).
• Work on customer loyalty programs.
  
  
  

Requirements

• Relevant experience as an individual contributor in customer-facing organizations.
• Relevant leadership experience within customer success in a large organization (Preferably: Software Development, SaaS, Travel and Hospitality, BPO).
• Broad experience with both B2B and B2C account management.
• Experience in leading teams of +200 people.
• Familiarity with modern customer success processes, strategies, and tools (e.g., Gainsight, Zendesk).
• Data-driven decision-making skills, with a willingness to experiment and iterate.
• Strong client relationship skills and the ability to interact with all levels of the organization.
• Excellent verbal and written communication in English and Spanish (at least C1 level) and presentation skills.
• Strong execution, both individually and as a team lead.
• Bachelor’s Degree required or relevant equivalent experience.
• Spanish native speaker or full working proficiency.