The Vice President of Customer Enablement is a global executive responsible for driving customer outcomes, retention, and growth across APAC, the Americas (NA/SA), and Europe. Reporting to the Chief Customer Officer, this role unites post-sales excellence, customer enablement, and digital learning innovation.  They own the entire customer lifecycle from onboarding through renewal and expansion, with Net Revenue Retention (NRR) as its north star metric.

The VP leads a multiregional organization including Customer Success Management, Onboarding and Implementation, Renewals and Expansion, Customer Success Operations and Enablement, and Global Learning Services. They design cohesive customer journeys that integrate digital learning, AI-powered personalization, and data insights to ensure frictionless onboarding, accelerated adoption, and measurable business value for each customer. 

Core Responsibilities

• Own and execute a global Customer Success strategy tied to revenue and retention goals, with explicit targets for NRR, GRR, churn reduction, adoption, CSAT/NPS, and forecast accuracy. 

• Define and lead the global learning strategy to support onboarding, adoption, and ongoing success through scalable digital, hybrid, and self-paced programs. 

• Design and refine segmented customer journeys covering onboarding, value realization, renewal, and expansion, orchestrated through ChurnZero journeys, plays, and health scoring. 

• Lead a 25+ person global team across APAC, the Americas (NA/SA), and Europe, including managers and ICs across Customer Success, Implementation, Renewals, Operations, and Learning. 

• Hire, coach, and develop leaders and senior ICs; foster innovation, collaboration, and a customer-centric culture across regions. 

• Institutionalize world-class onboarding and enablement programs to accelerate time-to-first-value and drive adoption through standardized implementation plans and in-app guidance. 

• Leverage AI and personalization to deliver context-sensitive learning, automated localization, and embedded success touchpoints within the software. 

• Use predictive health models, risk alerts, and save plays to prevent churn and increase retention by segment and region. 

• Build proactive expansion programs that drive structured cross-sell and upsell based on usage analytics, success planning, and executive business reviews. 

• Maintain executive reporting and operating rhythms for NRR, GRR, churn, expansion mix, adoption, CSAT/NPS, time-to-value, and renewal/expansion pipeline — transforming insights into action. 

• Partner cross-functionally with Sales, Product, Support/Services, RevOps, and Marketing to ensure seamless handoffs, cohesive experiences, and mutual accountability for outcomes. 

• Position the company as a thought leader through certifications, customer education, and digital learning initiatives supporting commercial and industry growth. 

• Stay ahead of evolving trends in AEC workflows, educational technology, AI-driven learning, and customer success innovation to continually enhance customer empowerment globally. 

Key Metric

• Net Revenue Retention (primary KPI), with clear levers for expansion, contraction, and churn. 

• Gross Revenue Retention and logo retention to measure base stability. 

• Expansion ARR (upsell/cross sell), adoption/utilization leading indicators, CSAT and NPS, onboarding completion, and time-to-first value. 

• Renewal and expansion forecast accuracy supported by realtime analytics and health scoring. 

• Learning engagement, certification completion, and product usage linked directly to success outcomes. 

Team Structure

• Lead three regional pods (APAC, Americas NA/SA, Europe) encompassing Customer Success, Implementation, Renewals/Expansion, and Learning. 

• Operate a hybrid coverage model tailored by segment and ARR level (hightouch, lowtouch, and digital/techtouch). 

• Standardize global processes with localized regional adaptations for culture, regulation, and market maturity. 

• Define clear swim lanes and joint accountability with Sales for renewals and expansions, using escalation paths through the Chief Customer Officer. 

Required Experience

• Proven leadership of multiregion Customer Success organizations (20+ headcount, including managers), achieving measurable improvements in NRR and churn. 

• Deep expertise in customer journey design, onboarding, lifecycle management, and scalable/digital success motions. 

• Track record of owning renewals and expansion, building cross-sell and upsell frameworks, and forecasting base revenue performance. 

• Strong operational mastery in KPI design, executive reporting, and data-driven leadership. 

• Hands-on experience implementing and operating ChurnZero (segmentation, health scoring, journeys, plays, alerts, success plans, dashboards). 

• Demonstrated success in defining and scaling global learning strategies that combine digital innovation, customer impact, and commercial results. 

• Experience integrating learning and success programs directly into product environments through AI tools and in-app guidance. 

• Commercial acumen managing revenue impacting programs or P&L ownership for learning, enablement, or success operations. 

• Fluency in SaaS economics, AEC workflows, and enterprise software adoption dynamics. 

Qualifications

• 10+ years in post-sales leadership within B2B or SaaS organizations, including 5+ years managing multiregional teams and managers. 

• Proven ability to translate vision into global operating plans and playbooks, establishing accountability through measurable KPIs and review cadences. 

• Advanced communication and executive presence suitable for board-level updates, strategic account governance, and enterprise negotiations. 

• Deep stakeholder leadership across Sales, Product, Support/Services, RevOps, and Marketing to influence roadmaps and commercial execution. 

• High integrity, resilience, and change leadership with experience driving organizational transformation at scale. 

• Strong cross-cultural awareness, adapting engagement models and communications to regional norms and regulatory contexts in APAC, NA/SA, and Europe. 

• Based in Europe with flexibility for international travel to regional offices, strategic accounts, and executive forums. 

Desired Skills

• Experience embedding learning within product workflows or using digital adoption platforms. 

• Familiarity with AI-driven content generation, localization, and adaptive learning systems. 

• Recognized industry thought leadership or professional network in AEC or design technology. 

• Background in instructional design, UX, or digital education environments. 

• Open, creative mindset and passion for innovation, continuous improvement, and customer-centric transformation. 

• High-level knowledge of Graphisoft software or other BIM authoring tools.