Director, EMEA Customer Success

Job Requisition ID #

25WD91490

Position Overview

The role of Director, Customer Success Management, UK and Southwest Europe reports to the Sr. Director, account based Customer Success - EMEA. With the region representing a significant proportion of the EMEA portfolio, this person will play a big role in ensuring that we meet our growth, consumption, value realization, and customer sentiment goals for the region. Additionally, the Director will serve as the primary liaison between NA Sales, TAM, and TSE and own the execution strategies for the region. This is a challenging role that requires exceptional stakeholder management, team building, motivational, and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record to talk about! Additionally, you will have a focus on creating effective Customer Success Plans and foster an environment of execution. This leader must embrace diversity as a core guiding principal as to how our team will be composed and leveraged.

Responsibilities

• Lead a team of Managers/Senior Managers and CSMs

• Accountable for driving customer adoption and maturity by creating customer outcomes

• Focus the team to develop, execute and manage Customer Success Plans detailing efforts to achieve higher adoption and satisfaction, aligned to customer business outcomes

• Increase lifetime value of Customer through greater advocacy and reference-ability

• Serve as a customer advocate of the customer's requirements for the region

• Align services from Consulting, Support and third-party Partner ecosystem to drive consumption and create value for customers

• Champion ideas for evolving the Customer Success practice for use across the global organization

• Attract, hire and retain a diverse and elite group of Customer Success Managers- fostering career development, global collaboration, and high-standards of a world class practice

• Developing the next generation of managerial talent

Minimum Qualifications

• Minimum 10+ years of experience with 5+ leadership experience within customer-facing teams

• Established track record of accountability and responsibility

• Empathy for customers and passion for delivering customer outcomes

• Strong leadership skills with proven ability to influence through persuasion, negotiation, and consensus building

• Track record of hiring and developing diverse and high performing talent- both at the manager and individual contributor level

• Excellent communication and presentation skills

• Demonstrated desire for continuous learning and improvement

Preferred Qualifications

• Self-starter that thrives in the face of challenge. You are relentless in clearing obstacles with a resourceful and collaborative approach to problem-solving

• Attention to details, balanced with the ability to absorb large amounts of information and can distill this down into essentials

• Enthusiastic and creative leader with the ability to inspire others

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