Head of Global Customer Success

Foundry (www.foundryco.com) is seeking an experienced Head of Global Customer Success to lead the global post-sales strategy and drive measurable customer outcomes at scale. As the Head of Global Customer Success, you will be responsible for developing and executing an integrated customer lifecycle strategy across onboarding, adoption, support, and renewal. This executive-level position will play a critical role in ensuring our customers realize maximum value from Foundry’s solutions—while also driving retention, expansion, and advocacy.

Company Overview:

Foundry is a global digital media company specializing in technology marketing solutions. Formerly IDG Communications, Foundry leverages proprietary data, premium content, and martech solutions to connect technology buyers with leading brands. With a portfolio of trusted IT publications and demand-generation tools, Foundry drives informed purchasing decisions for businesses worldwide. Backed by Regent, a $3B private equity firm, Foundry is rapidly expanding its global reach through innovation and strategic growth.

Responsibilities:

The Head of Global Customer Success will be a key member of the senior leadership team, responsible for scaling and evolving the Customer Success function globally. This leader will build a high-performance organization that creates long-term, value-based partnerships with our customers and fuels sustainable business growth. It is a vital function for Foundry that the Head of Global Customer Success ensures our customers are receiving significant value from our service.

· Define and implement the global customer success vision, strategy, and organizational structure across onboarding, customer enablement, adoption, support, and renewal functions.

· Develop a company-wide customer success motion through integrated process, content and data to and from stakeholder organizations (marketing, sales, product/engineering).

· Develop a deep understanding of Foundry’s customers.

· Lead globally distributed Customer Success teams spanning multiple customer segments and geographies, fostering a high-performance, customer-obsessed culture.

· Design and operationalize a full customer lifecycle model that ensures value realization at every stage and drives measurable impact on customer outcomes.

· Drive net revenue retention and customer lifetime value by defining and redefining the customer journey; deploying new programs to drive business value to customers, customer goal achievement, new features and use-cases; collaborating across teams to identify and pursue customer growth opportunities.

· Collaborate closely with sales and marketing teams to ensure a company-wide customer feedback loop: represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset.

· Develop and maintain key customer metrics (e.g., NPS, retention, expansion, product adoption) and dashboards to track performance and inform strategic decisions.

· Drive global alignment while allowing for regional flexibility in customer success delivery, ensuring consistent, localized customer experiences.

· Launch initiatives to improve digital engagement, knowledge management, and proactive support, leveraging technology to scale CS touchpoints.

· Develop frameworks and strategies for executive engagement and customer advocacy, elevating the voice of the customer at the highest levels.

· Own the transformation and maturity of the Customer Success function—aligning resources, metrics, and priorities to consumption and value-based business models.

· Oversee customer support operations, including implementation of key tools and continuous improvement of service delivery models.

Qualifications:

· 15+ years of experience in Customer Success, Services, Client Development, or similar post-sales leadership roles, with at least 5 years in a global capacity.

· Deep understanding of value drivers in recurring revenue, services, and media business models.

· Demonstrated success building and scaling Customer Success organizations across multiple customer tiers.

· Strong business acumen and a track record of driving retention, expansion, and adoption at scale.

· Deep experience leading in a SaaS, media, or data-driven tech environment with a strong understanding of value realization, customer lifecycle, and customer health metrics.

· Exceptional cross-functional collaboration skills; proven ability to influence and align executives, stakeholders, and partners across Sales, Product, and Marketing.

· Expertise in designing and managing high-performance teams with a focus on coaching, development, and operational rigor.

· Expertise owning customer journey map, NPS, building customer success / implementation / support infrastructure

· Familiarity with tools such as Salesforce, Zendesk, Gainsight, and customer analytics platforms.

· Strong executive presence, communication, and storytelling skills; able to effectively represent the voice of the customer across all levels of the organization.

· Passion for driving customer outcomes, business transformation, and high-impact, scalable solutions.

· Bachelor’s degree required; MBA or relevant advanced degree preferred.

Preferable Experience:

· Combined background of post-sale and sales experience

· Experience leading both customer success and managed services functions

· M&A experience, especially experience absorbing new product sets and customers

· Savvy/experienced in setting up a range of CS service levels (from automated to white glove)

Foundry is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.