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Rackspace Technology · 3 months ago

VP, Global Customer Success

United States

Full-time

Remote

Director/Executive

$213K/yr - $396K/yr

15+ years exp

Rackspace is seeking a Vice President of Global Customer Success, who will be responsible for delivering exceptional customer experiences and driving retention and growth. This leader will shape and execute the global customer success strategy while managing diverse teams and collaborating cross-functionally to optimize post-sales operations.

Web Hosting

Responsibilities

Drive the creation, execution, and continuous refinement of the Global Customer Success Strategic Plan, ensuring alignment with corporate objectives and regional business priorities

Establish scalable processes, governance, and operating metrics to improve performance, predictability, and accountability across global teams

Deliver on key objectives including install base optimization, revenue retention, and expansion, leveraging analytics and insights to reduce churn and identify opportunities for growth

Partner with Sales, Product Management, Finance, and Regional Leadership in the Americas, APJ, and LATAM to ensure global consistency while enabling local flexibility

Build, develop, and inspire a diverse, high-performing global team. Create a culture of excellence, innovation, and accountability that embodies the company’s values

Serve as the voice of the customer in executive discussions, influencing product roadmaps, service design, and strategic decision-making

Qualification

Strategic PlanningOperational ExcellenceCustomer Success ManagementFinancial ManagementCloud Services ExperienceData AnalyticsTeam LeadershipChange LeadershipCustomer AdvocacyOperational TransformationAI KnowledgeVMware/VCF SDDC ExperienceCommunication SkillsCross-Functional Collaboration

Required

Minimum 15 years of progressive leadership experience in technology or cloud services, including at least 5 years at the Director level or above overseeing global operations, strategic planning, or customer success

Demonstrated experience leading through transformation, operational optimization, and customer-centric growth initiatives

Bachelor's degree required in engineering, IT, or business management; or relevant career experience (15+ years) required

Deep experience in the IT and Cloud Services industry, with strong technical acumen and understanding of the technology lifecycle, SaaS and multi-cloud ecosystems, and managed services

Proven track record of strategic planning, operational transformation, and large-scale global execution

Demonstrated success in building and leading high-performing global organizations, with measurable impact on retention, efficiency, and customer success outcomes

Strong financial and operational management skills, including cost optimization and P&L accountability

Exceptional ability to influence at all levels, including C-suite and Board, serving as a trusted strategic partner

Inspirational communicator and change leader with a passion for customer advocacy and organizational excellence