Global Customer Success Director

About Temenos

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE

The  Global Customer Success Director will lead the strategic development and execution of the Customer Success practice at Temenos, overseeing a team of four regional Customer Success Heads. These Heads will manage Customer Success Managers (CSMs) working across different regions, with a primary focus on customer adoption, time-to-value, and customer satisfaction. This role will drive the alignment of global practices while respecting regional cultural and product nuances, ensuring that Temenos delivers consistent, high-value outcomes for its customers.

This position will report directly to the Chief Delivery Officer  and will be responsible for defining and executing KPIs, success measures, and overall strategy for the Customer Success organization. The Director will ensure that Temenos’ SaaS and selected On-Premise customers experience the highest level of satisfaction, while also contributing to the company’s overall business objectives through improved customer retention, expansion, and growth.

OPPORTUNITIES

• Leadership & Team Development:
• You will lead and mentor four regional Customer Success Heads who manage teams of Customer Success Managers (CSMs) across different global regions.
• You will foster a high-performance culture by providing clear direction, support, and professional development opportunities for CSMs.
• You will create a cohesive global Customer Success team, ensuring alignment with corporate goals and strategies, while respecting regional differences in approach and customer needs.
• Customer Success Strategy:
• You will define and implement a global customer success strategy that focuses on customer adoption, time-to-value, and customer satisfaction, with a minor focus on sales and lead generation.
• You will balance the need for global consistency in processes, KPIs, and best practices with flexibility to accommodate regional differences due to culture, product sets, and market conditions.
• You will lead the global Customer NPS program.
• You will work closely with the Chief Delivery Officer to ensure the customer success practice aligns with broader organizational goals, including product development, sales, and customer operations.
• Customer Lifecycle Management:
• You will ensure CSMs act as the primary point of contact for customers throughout their SaaS lifecycle, especially post-go-live, and collaborate with the initial SaaS build implementation teams, Sales Account Managers and technical Service Delivery Managers, who represent the engineering and operations teams, to ensure seamless service delivery.
• You will develop and implement structured processes for CSMs to monitor customer health, address issues, and ensure ongoing adoption and satisfaction.
• You will lead the use and further development of CSM tools such as Churn Zero.
• You will serve as the customer advocate within Temenos, working to resolve escalated customer concerns and ensuring the voice of the customer is heard at all levels of the organization.
• Key Metrics & Reporting:
• You will define clear KPIs and success metrics for the Customer Success function that align with the overall business objectives of Temenos.
• These may include customer renewal rates, customer satisfaction (CSAT), net retention, adoption rates, and overall ARR growth.
• You will establish and oversee reporting frameworks to track performance, assess impact, and demonstrate the ROI of the Customer Success function to senior leadership.
• You will regularly review and adjust KPIs based on evolving business needs and customer feedback to ensure continuous improvement.
• Customer Growth & Upsell:
• You will ensure CSMs drive awareness of new features and capabilities of Temenos’ SaaS solutions to existing customers to support cross-sell and upsell opportunities.
• You will collaborate with Sales Account Managers to help identify and nurture service expansion opportunities, while ensuring customer satisfaction remains the top priority.
• You will support the Service Development Managers (SVDMs) in identifying and promoting additional services that can benefit customers and enhance their experience.
• Global Alignment & Communication:
• You will drive the alignment of regional Customer Success teams to ensure that each team is focused on core customer success objectives, while understanding and adapting to regional cultural and product-specific needs.
• You will establish regular communication channels across regional teams, ensuring that best practices are shared and regional challenges are addressed.
• Collaboration with Internal Teams:
• You will collaborate closely with Product, Sales, Marketing, and Service Delivery teams to ensure the customer success function is integrated into the broader organization’s activities.
• You will provide feedback from customers to Product teams for product enhancements that can drive customer satisfaction and retention.
  
  
  

Skills

• You should have 10+ years experience in a senior leadership role in Customer Success, ideally within a SaaS or technology-driven business, with a strong understanding of the financial services or banking industry.
• You should have extensive experience managing and scaling global teams, with the ability to drive both global consistency and regional flexibility. Experience working in a manager of managers position.
• You should have strong expertise in defining and executing customer success strategies, with a track record of improving customer adoption, retention, and overall satisfaction.
• You should have experience in working cross-functionally with Sales, Product, and Service teams, particularly in a SaaS environment.
• You should have strong analytical and reporting skills, with experience defining KPIs and success metrics for customer success teams.
• Experience working with a CSM platform like Churn Zero or Gainsight essential.
• You should have exceptional communication, leadership, and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.
• You should have a customer-centric mindset with a passion for driving customer outcomes and ensuring long-term customer success.
• You should have ability to thrive in a dynamic, fast-paced, and rapidly evolving global environment.
  
  
  

VALUES

• Care – You will be a caring leader who puts people first.
• Commit – You will be comfortable committing time to the job when required – with flexibility to work to meet global demands.
• Collaborate – You will be a consensus builder and a collaborator, able to break through challenges with organisational silos.
• Challenge – You will not be happy with just meeting targets but always demonstrate a stretch mindset.
  
  
  

SOME OF OUR BENEFITS include:

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
• Family care: 4 weeks of paid family care leave
• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
• Study leave: 2 weeks of paid leave each year for study or personal development
  
  
  

Temenos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please let us know.

Please make sure to read our Recruitment Privacy Policy