Customer Success Leader for EMEA Scale Specialists

Há 1 mês


Oeiras, Lisboa, Portugal Cisco Tempo inteiro

About This Role

As the Scale Customer Success Leader for EMEA, you will be responsible for leading and supporting a team of Scale Specialists in driving adoption and long-term value realization for ThousandEyes EMEA-based customers.

The team partners cross-functionally with various parts of the company to advocate for customers and ensure a high-quality experience throughout their lifecycle.

You will lead a key portion of our global business revenue, focusing on overall adoption, value realization, success planning, and renewals.

Key Responsibilities:

  • Lead and directly manage a team of Customer Success Scale Specialists, including recruiting, hiring, development, and performance management.
  • Own success metrics for EMEA, specifically GRR and NRR, and associated leading indicators of success.
  • Be a key member of the CS leadership team and the voice for Customer Success Management at ThousandEyes.
  • Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services.
  • Ensure timely and accurate forecasting for the team.
  • Partner with the EMEA sales team to drive retention and expansion within your market.
  • Master ThousandEyes' value proposition and use cases to become a trusted advisor to our customers.
  • Act as executive sponsor for high-value client renewals and negotiations.
  • Provide relevant executive updates and escalation on technical sales opportunities.
  • Proven success working within a highly matrixed organization and establishing positive relationships across all functions.
  • Oversee the process of conflict resolution with clients and internal/external stakeholders.
  • Help develop campaigns and playbooks to continue 1:Many strategy across the region (digitally led customer success).


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