Director, Global CS Service Provider

📋 Description

• Global Retention Strategy: Drive GRR/NRR across the Service Provider portfolio.
• Team Leadership & Culture: Lead a globally distributed CS team; mentor staff.
• Executive Relationship Management: Engage with executives at ISPs, CDNs, and Neo-Cloud providers.
• Value Realization at Scale: Define processes for peering, DDoS defense, capacity planning, and AI ops.
• Proactive Risk Mitigation: Align cross-functional resources to resolve escalations quickly.
• Strategic Growth & Expansion: Identify expansion opportunities with Sales.

🎯 Requirements

• 5+ years in senior, client-facing leadership (CS/AM/PS) in SaaS or networking.
• Domain expertise in the Service Provider landscape.
• Leadership track record: scaling global remote-first teams.
• Operational excellence: customer lifecycles, playbooks, and health scoring.
• Clear, executive-level communication of complex tech value.
• Willingness to travel up to 30%.

🎁 Benefits

• Fully remote company operating globally.
• 100% company-paid premiums for health, vision, and dental for you and dependents.
• Annual Health Reimbursement Account (HRA) of $3,000 for individuals or $4,500 for families.
• Paid family and medical leave.
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays.
• 401(k) retirement plan.