We are seeking a highly skilled and experienced Director to join our team as a cross-functional Customer Success Leader. In this role you will be responsible for ensuring the overall success and satisfaction of our Customers in the EMEA region. Your primary focus will be overseeing the customer success, account management, solution architecture and support functions in the region. You will work closely with our Customers to understand their business priorities, deploy strategic success programs, and ensure the successful implementation and adoption of our products and services. This role requires a strong combination of technical expertise, relationship-building skills, and a passion for delivering exceptional customer experiences.
- Develop and execute a comprehensive customer success strategy, including account management and support plans, to drive customer satisfaction, retention, and expansion.
- Drive best practices for your department which in turn would help drive consistency and support future scale.
- Serve as the executive point of contact for key customer accounts, building strong relationships and acting as a trusted advisor.
- Understand customer goals, challenges, and requirements, and proactively identify opportunities to enhance their experience and maximize value.
- Collaborate with cross-functional teams, including sales, product management, and engineering, to drive successful customer outcomes and resolve any issues or roadblocks.
- Ensure solution architecture expertise and guidance is delivered to customers, ensuring that our products and services are effectively integrated within their existing systems and infrastructure.
- Serve as executive sponsor for business reviews with strategic customers to assess their satisfaction, identify areas for improvement, and communicate product updates and enhancements.
- Serve as an escalation point for customer issues and manage them through to resolution, working closely with internal teams as necessary.
- Stay up-to-date with industry trends, best practices, and relevant technologies related to expected and desired customer outcomes.
- Mentor and support a team of customer success managers, account managers, and cross functional team members, providing guidance, coaching, and professional development opportunities.
- Overall ownership of the EMEA customer business KPIs (NRR, GRR, CSAT and NPS)
- Bachelor’s degree in a relevant field (e.g., Business, Computer Science, Engineering) or equivalent practical experience.
- 7+ Years of experience in leadership roles related to Customer Success Management and/or Account Management
- Proven experience in customer success management, account management, and solution architecture within a technology or software company.
- Ability to demonstrate a growth mindset and lead by example.
- Strong technical aptitude and the ability to understand complex systems and integration requirements.
- Excellent communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels.
- Demonstrated ability to drive customer success and achieve business objectives through relationship-building and consultative approaches.
- Solid project management skills, with the ability to prioritize and manage multiple customer engagements simultaneously.
- Analytical mindset, with the ability to analyze data, identify trends, and make data-driven recommendations.
- Strong leadership skills, with the ability to mentor and inspire a team.
- Passion for delivering exceptional customer experiences and a commitment to customer success.
- If you meet the qualifications outlined above and are excited about the opportunity to drive customer success and make a significant impact, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience and why you are interested in this role.
- Learning & Development: $500 USD annually towards professional development opportunities + $250 USD annually towards personal development opportunities
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
- Work Remotely: Flexible hours and work from home plus up to $1,000 USD annually to cover necessary business related items for your home office