Customer Success Director

4 semanas atrás


Lisboa, Lisboa, Portugal Tbwa ChiatDay Inc Tempo inteiro

Customer Success Director

As the Customer Success Director for EMEA, you will be tasked with leading an outstanding team responsible for driving adoption and long-term value realization for ThousandEyes EMEA based customers. The team partners cross-functionally with every part of the company to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a ThousandEyes customer.

Key Responsibilities:

  • Lead and directly manage a team of Customer Success Managers, including recruiting/hiring, development, and performance management.
  • Own success metrics for EMEA, including 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.

Requirements:

  • Strong leadership skills, building effective teams, creating and communicating a compelling vision for the organization, mentoring sales representatives, and achieving significant results.
  • Proven experience in Account Management, Customer Success, Sales, or related field.
  • A deep understanding of the customer journey and what success means in Enterprise SaaS.
  • A customer-focused mentality and passion for our customers' success with the ability to balance the needs of the customer with those of the business.
  • A consistent track record of operational excellence.
  • Experience recruiting, grooming, and leading teams in a fast-paced environment.
  • Data-driven with a strong analytic background.
  • Proficiency with CRM tools.


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