Leader, Customer Experience Strategist
Há 5 dias
We are seeking an experienced Leader to join our Global Scaled Customer Success organization in Lisbon, Portugal.
About the RoleThis is a leadership position that requires driving customer experience, adoption, optimization and retention through team leadership, hands-on engagement, strategic thinking and operational rigor. The ideal candidate will have 8+ years of total work experience, with at least 3+ years of experience in Customer Success and 3+ years of hands-on experience with Zendesk or other CX tools.
Responsibilities- Lead a team of CSMs focused on driving customer experience, adoption, optimization and retention.
- Collaborate across the Global Scaled Customer Success org, cross-functional teams like Sales, Renewals, Marketing and Strategy.
- Participate in Leadership meetings, strategic planning and goal setting around 1:1 and 1:many engagements.
- Ownership of the team's performance and development, skilled at risk mitigation, value realization delivery and mentoring and developing talent.
- Forecasting, team pacing, performance management, and continuous team improvement.
- Experience leading in Customer Success and working in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management.
- Strong analytical and problem-solving skills; comfortable using data to drive decision-making and systematic problem-solving approaches.
- Able to mentor and develop teams to achieve and surpass goals.
- Passion for continuous improvement and delivering positive customer experiences.
This position is based in Lisbon, Portugal, and requires 3+ days in office. Ideal candidates will possess bilingual fluency in English and Portuguese. Flexible working hours may be required, including evenings.
What We Offer- An estimated salary of $100,000 - $150,000 per year, depending on experience.
- A hybrid work arrangement, allowing flexibility between remote and in-office work.
- The opportunity to lead a team and make a significant impact on customer experience.
- Continuous learning and growth opportunities within the company.
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