Customer Success Director
4 semanas atrás
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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