Vice President Customer Success

Job Description

Are you passionate about building relationships and ensuring customer success?

Do you love collaborating with teams to solve complex problems?

Join our Team!

Global Services mission is to drive world-class customer outcomes that maximize product adoption. The team provides customers with technical industry expertise and exceptional service. Working in an end-to-end managed service capacity, we monitor and mitigate customer problems and create solutions. We focus on providing customers with advantages in the increasingly complex digital world.

Partner with the best

In this role, you'll collaborate with Sales, Pre-Sales, Global Services, and Support leaders to deliver a world-class customer experience. As a visionary leader you will define the strategy, build the operational framework, and scale execution for a rapidly growing customer base.

As a Vice President, Customer Success, you will be responsible for:

• Driving Customer Success transformation within Akamai's Go-to-Market strategy, expanding CSM accountability for renewals and account growth.
• Developing and scale a high-performing global Customer Success team, including hiring, onboarding, and ongoing development.
• Leading global Customer Success transformation with playbooks, engagement models, and frameworks driving adoption, retention, and expansion.
• Aligning the Customer Success function with business goals enhancing the customer journey and drive growth and advocacy.
• Driving a customer-first culture across the journeyleading executive engagement, fostering strategic partnerships, and driving renewals and expansion.
• Partnering with Sales, Product, Marketing, and Support teams to create a seamless customer experience and drive customer success.
• Creating expansion and upsell opportunities, working with Sales and Account Management to identify new revenue streams.
  
  

Do What You Love

To be successful in this role you will:

• 15 years' experience and a bachelor's degree in computer science, engineering or the relevant experience
• Have experience in a Customer Success organizations with a proven track record of building and scaling global teams in high-growth SaaS or technology companies.
• Possess executive presence with experience engaging C-level stakeholders at large enterprises
• Have deep understanding of customer success methodologies, lifecycle management, and data-driven decision-making.
• Be versed in driving revenue growth through customer success (renewals, upsells, cross-sells).
• Demonstrate ability to lead through change and transformation, setting up new processes and frameworks from scratch.
• Be passionate for customer advocacy, innovation, and delivering measurable impact.
• Have excellent communication, leadership, stakeholder management skills, and a proven track record of collaborating cross functionally
  
  

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.

Learn what makes Akamai a great place to work

Connect with us on social and see what life at Akamai is like!

We power and protect life online, by solving the toughest challenges, together.

At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you

Benefits

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors
  
  

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About Us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!