Manager, Customer Success Management - EMEA

Overview

Job Description

Responsibilities

• - Lead and mentor a team of Customer Success Managers, providing guidance, support, and professional development opportunities.
• - Foster a positive and collaborative team culture that emphasizes customer-centric values and continuous improvement.
• - Drive revenue forecasting and risk documentation for visibility to senior leadership.
• - Develop tactics, objectives and key results, activities, and milestones to protect and grow MRR, including onboarding, product adoption, and ongoing support.
• - Cultivate strong relationships with key customers, acting as a point of escalation and ensuring their voices are heard within the organization.
• - Collaborate with marketing and sales teams to identify and leverage customer success stories and testimonials.
• - Enable new hires, ensuring they have the necessary skills and knowledge to excel in their roles.
• - Stay informed about industry best practices and emerging trends to continuously enhance the team's capabilities.

Required Skills

• - Demonstrated team lead experience in a customer success or account management role, within the technology industry, with a track record of driving customer success and revenue expansion.
• - Strong software background in an XaaS business such as SaaS, DaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering.
• - Proficiency in contract negotiation and conflict resolution.
• - Ability to recognize and maximize expansion opportunities with accurate forecasting.
• - Comfort with owning a commercial relationship and proven ability to build strong relationships with customers, especially at the executive level, following a LAER model (land, adopt, expand, retain).
• - Articulate value proposition with a technical theme.
• - A minimum of 5 to 7 years of experience in a customer success or account management role, within the technology industry.
• - 2+ years of experience in a leadership role, managing a team of customer success professionals.
• - Strong understanding of cloud computing, IT services, or related fields.
• - Familiarity with the Microsoft Azure ecosystem and cloud services is preferred.
• - Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction.
• - Experience in managing customer accounts, handling escalations, and resolving issues.
• - Proficient in using customer relationship management (CRM) software and other relevant tools.
• - Understanding of customer success metrics and the ability to analyze data to drive insights.

Benefits

• - Competitive Base + Commission
• - Stock Options
• - Health and Welfare Plans*
• - Life and Disability Plans*
• - Retirement Plan*
• - Unlimited Flexible Paid Time Off......including your birthday off!
• - Collaborative Team Culture
• * Benefits for international employees, outside the US, vary by country.