Why This Job is Featured on The SaaS Jobs
In the SaaS landscape, Customer Success leadership increasingly functions as a revenue and product-feedback engine, not simply a post-sales service layer. This VP remit stands out for its explicitly global scope across AMER, EMEA, and APAC, and for its emphasis on enterprise outcomes in an API-driven product environment—an operating context where adoption, time-to-value, and stakeholder alignment are structurally complex.
For a SaaS career, the role offers leverage across the full customer lifecycle through measurable levers like retention, NRR, and customer health. The mandate to build operating models, forecasting, playbooks, and cross-functional rhythms reflects the kind of systems work that translates across mature SaaS organizations. It also situates Customer Success as a structured conduit into Product and Engineering decision-making, sharpening the ability to turn qualitative customer signals into scalable programs.
This position is best suited to senior CS operators who prefer leading leaders and setting global standards while accommodating regional nuance. It will appeal to executives who are comfortable being an executive sponsor, handling escalations with discipline, and partnering closely with Sales and Services without losing clarity on customer outcomes.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Algolia, we are passionate about our customers and the outcomes they achieve with our platform. We’re searching for a Vice President of Customer Success to lead our global Customer Success organization and shape the future of how Algolia delivers value to customers around the world. This is a high-impact role responsible for strategy, operations, leadership, and global customer outcomes.
You will oversee global CSM teams across the Americas, EMEA, and APAC, drive cross-functional alignment with Sales, Services, Product, Engineering, and Support, and serve as an executive sponsor for some of Algolia’s largest and most strategic customers. You will be accountable for global retention, expansion, customer health, and the development of scalable, world-class customer success programs.
We’re looking for a visionary, customer-obsessed leader with deep operational excellence, a strong strategic mindset, and extensive experience building and scaling global organizations. You bring 15+ years of SaaS customer success experience, with at least a decade in senior leadership roles managing multi-regional teams. You’re energized by building diverse, high-performing teams and thrive in an environment where you can innovate, influence, and drive change. Are you ready for the challenge?
YOUR ROLE WILL CONSIST OF:
Global Leadership & Organizational Strategy
- Provide leadership to a global Customer Success Management organization, setting the long-term vision and strategy.
- Lead, inspire, and scale regional CSM leaders and teams across the Americas, EMEA, and APAC.
- Develop a global operating model balancing consistency with regional nuance.
- Build a culture grounded in accountability, measurable impact, and customer-centricity.
Driving Worldwide Customer Outcomes
- Be responsible for global retention, Net Revenue Retention (NRR), and customer health metrics.
- Act as executive sponsor for top strategic global customers.
- Define global programs that drive customer maturity, product adoption, and measurable ROI.
- Oversee customer journey frameworks ensuring seamless experiences across lifecycle stages.
Cross-Functional Alignment & Strategic Influence
- Partner with global Sales leadership on account strategies, renewal and expansion priorities.
- Work with Product & Engineering to deliver structured customer insights for roadmap decisions.
- Collaborate across Support, Customer Solutions, and Services for an integrated customer experience.
- Represent customer perspectives at leadership level.
Operational Excellence at Scale
- Establish global KPIs, forecasting models, playbooks, and operating rhythms.
- Lead global workforce planning, hiring, and leadership development.
- Oversee escalations worldwide ensuring rapid, customer-centric resolutions.
- Analyze churn and renewal trends across markets to continuously refine global strategy.
YOU MIGHT BE A FIT IF YOU HAVE:
- 15+ years of experience in Customer Success, Account Management, or related SaaS leadership roles.
- 10+ years leading global teams and leaders of leaders.
- Demonstrated ability to scale organizations across multiple regions (AMER and EMEA)
- Experience supporting enterprise customers with complex, API-driven products
- Strong executive communication, influence, and relationship-building skills.
- Deep operational expertise, including forecasting and KPI design.
- Fluency in English; additional languages are highly valued
