Note: This role does not manage the day-to-day Customer Success operations in the regions or supervise regional Customer Success teams. It provides the overarching strategic, tooling and operational guidance to run a highly effective Customer Success operation.

Key Responsibilities:

Work closely with the Senior VP of Customer Care:

• Collaborate with RIB Customer Care to align Customer Excellence strategies with overall business objectives and Customer Support Strategies.

• Ensure effective communication and coordination between Customer Excellence and other departments.

Playbook Design & Governance:

• Own and evolve the global Customer Success operating model, methodologies, and engagement frameworks.

• Define global standards for onboarding, lifecycle engagement, health monitoring, and value realization.

• Ensure best practices are in place for cross-functional orchestration, renewal enablement, digital adoption, and Voice of the Customer programs.

Customer Success Tooling

• Define and own the Customer Success technology stack and supporting tools (e.g., Gainsight, Totango, Certinia).

• Partner with IT, Product, and regional Customer Success teams to implement and optimize tools that support data-driven engagement, automation, and scalability.

• Ensure tooling supports the global Customer Success framework, including customer health scoring, lifecycle journeys, success planning, usage tracking, and feedback loops.

• Drive governance for data quality, process adherence, and tooling adoption across regions.

Collaboration & Regional Enablement:

• Partner with regional Customer Success Leaders to localize the global framework for market, product, and regulatory fit.

• Support implementation and drive adoption of global practices in alignment with local needs.

• Facilitate knowledge sharing and alignment between global and regional Customer Success functions.

Churn Measurement & Reduction

• Define, standardise, and govern/implement global churn KPIs, ensuring a consistent, data-driven approach to reducing avoidable churn and improving customer value.

• Establish and operationalise CRM-based churn processes, including lifecycle tracking, health monitoring, and structured save plays to enable scalable, repeatable retention practices.

• Lead the development of predictive, AI-enabled churn capabilities, leveraging customer, product, and commercial data to identify risk early and drive proactive interventions.
   

Digital Adoption & Self-Sufficiency Strategy

• Collaborate with Knowledge Service, Education Service and Product Management teams to define digital adoption roadmaps, self-help strategies, and in-app guidance.

• Standardize and scale enablement tools to improve self-sufficiency and reduce reactive support dependency.

Cross-Functional Excellence

• Establish collaboration models between Customer Success, Knowledge Service, Product Management, Education Service, Support, and Sales.

• Ensure seamless integration of Customer Success with release readiness, product feedback loops, and commercial strategy.

Metrics, Reporting and Insight:

• Define and maintain global KPIs related to customer onboarding, adoption, health, renewal, and advocacy.

• Use insights from Customer Success tools and platforms to continuously improve the framework and inform strategic decisions.

• Provide executive dashboards and operational reporting to stakeholders across the organization.

Best Practice Development & Continuous Improvement

• Curate and maintain a library of playbooks, templates, and toolkits.

• Lead global forums or councils to share innovations and drive alignment.

• Benchmark tooling, methods, and success metrics against SE/AVEVA and industry standards.

Enablement, Training & Capability Building:

• Design and deliver comprehensive enablement programs to build capabilities across regional Customer Success teams.

• Create structured training, onboarding content, and professional development journeys to promote consistent global Customer Success standards.

• Collaborate with regional leaders to close skill gaps, provide coaching frameworks, and support the development of high-performance teams.

• Foster a global culture of ownership, accountability, and customer-centric excellence through continuous learning and mentoring.

Your Profile

• 8+ years of proven experience in Customer Success leadership, with a track record of operating in or leading global, cross-regional environments.

• Experience in the Architecture, Engineering, and Construction (AEC) industry or broader engineering software sector is a distinct advantage.

• Proven experience implementing and managing Customer Success platforms and tools.

• Strong understanding of Customer Success domains: onboarding, adoption, health scoring, renewals, advocacy, self-service, churn and save plays.

• Strategic thinker with strong analytical, communication, and change management skills.

• Skilled at influencing without authority and navigating cross-functional, multicultural environments.

• Experience with Salesforce Service Cloud, Certinia, Gainsight, Totango, or similar platforms preferred.

• Fluent in English; additional languages are a plus.

• Willingness to travel internationally as required; travel is expected but not extensive.

• AI and data literacy is a strong advantage; experience leveraging AI-driven insights or predictive tools within a Customer Success context is highly desirable.

Motivated by our values and vision, we drive digital transformation for our customers—for a digital, more efficient, and more sustainable engineering and construction industry. “Building Better Together” is more than just a slogan for us. Because, alongside our customers, you are our priority. To help you fully develop your passion for your work, we support you with:

• A structured start: individual onboarding, newcomer event, organized networking

• Goodies such as: employee discounts (e.g., corporate benefits), bonuses (e.g., for weddings, births, anniversaries), Schneider Electric stock ownership, health management (e.g., maternity leave counseling, medical advice, vaccinations, etc.) and, depending on location: foosball, dogs allowed

• Perks that are state-of-the-art for us: employee events (team events, summer parties, breakfast get-togethers, etc.), free parking spaces

• Modern working time model: trust-based working hours, flexible working hours/flexitime, option to work hybrid or remotely (see the information in the job advertisement for details)

• Career development/prospects: team- or role-based development/training, individual development/training, national and international career prospects within the RIB Group or Schneider Electric, etc.

• Opportunities to make an impact and shape the future: our values “IACT” (Impact, Aspiration, Curiosity, Trust) are not just marketing buzzwords, but are lived and breathed by us, proactive sharing of your ideas/approaches/process optimizations within the team, company idea management, active participation in team and management level meetings (“RIB Town Halls”), etc.

• Ways to be sustainable: digital infrastructure, modern equipment, and, depending on your role, an electric car as a company vehicle.