As Director of Customer Success (CS) Europe you will be responsible for communicating and ensuring your regional team’s execution of the company’s intended Customer Journey and delivery of a remarkable customer experience at each point along the post-onboarding journey. You will work closely with other Directors of CS located in strategic regions around the globe. All Directors of CS report into a Senior Director of Customer Success, whom is accountable for the entire post-onboarding journey. You will be a champion for the customer's interests and will influence the strategy, roadmap and operations of the department. You will act as a liaison between the Customer Success department and other divisions in the company.
✅ Your mission, should you choose to accept it:
- Manage the day-to-day operations of the Client Engagement team
- Build, nurture and support a talented and high-performing Customer Success team
- Guiding the team to prioritize their workflow, focus and optimize their efforts as they relate to their short, mid and long-term goals attainment
- Lead team in complex situations, as well as coach the relevant members on how to successfully manage difficult situations and nurture customer relationships
- Provide the team with the tools and processes needed so they can focus on nurturing customer relations
- Implement and monitor the execution of the customer success strategy
- Ensure the standard processes are followed, data is well recorded in the different tools (data quality) and suggest new processes to increase efficiency and scalability
- Ensure reporting is available and ready to be consumed either for C-level reporting or forecasting, especially in regards to customer churn and revenue expansion, among others
- Responsible for delivering results on customer retention and revenue expansion
- Lead the Voice of Customer program and provide feedback on new product initiatives
- Manage senior level customer relationships and lead the service delivery for strategic accounts.
🤝️ You’ll be a great fit if you bring a few of the below with you:
- Proven experience managing Customer Success (CS) / Customer Experience (CX) teams in a SaaS organisation
- Strategic, persistent with an entrepreneurial spirit and the desire to be part of a fast-growth start-up environment
- Experience in negotiation and managing difficult conversations with customers
- Strong interpersonal skills and the ability to coach and develop teams globally
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions
- Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask
- Holistic thinker, excellent problem solver, communicator, stakeholder manager and public speaker
- Accountable, driven, organised, detail-oriented, adaptive, resourceful, high-impact and passionate individual with a growth mind-set
