Director, Customer Experience Management

Há 8 horas


Lisboa, Lisboa, Portugal Cleverly Lda (Portugal) Tempo inteiro

The role of Director, Customer Experience Management, at Cleverly Lda (Portugal), offers a unique opportunity to lead a high-performing team in driving customer success and growth. Based in Lisbon, Portugal, this position requires strong leadership skills, strategic thinking, and a deep understanding of customer-centric business models.

Job Description:

As Director, Customer Experience Management, you will be responsible for leading a team of Customer Success Managers (CSMs) focused on delivering exceptional customer experiences, driving adoption, optimization, and retention. Your primary objective is to ensure customers derive value from our solutions, are optimized for success, and grow with us in the long term.

Key Responsibilities:
  • Lead a team of 8+ direct reports, ensuring they are supported, developed, and empowered to excel in their roles.
  • Collaborate across functions, including Sales, Renewals, Marketing, and Strategy, to align on customer-facing initiatives and drive business growth.
  • Participate in leadership meetings, contribute to strategic planning, and set goals around individual and team performance.
  • Owning the team's performance and development, including risk mitigation, value realization delivery, and talent mentoring.
  • Responsible for forecasting, team pacing, performance management, and continuous improvement.
Requirements:

To succeed in this role, you will need:

  • A proven track record of leading Customer Success teams, with 8+ years of total work experience and 3+ years in Customer Success.
  • Hands-on experience with Zendesk or other CX tools, as well as expertise in 1:1 and 1:many customer engagements.
  • Strong analytical and problem-solving skills, with the ability to drive decision-making using data and systematic approaches.
  • Experience working across diverse customer bases, from small to large enterprises, with a bias for action, ownership, and responsibility.
  • Bilingual fluency in English and Portuguese, with the ability to communicate effectively across cultures.
What We Offer:

Cleverly Lda (Portugal) provides a dynamic work environment that values flexibility, collaboration, and continuous learning. As a member of our team, you can expect:

  • A competitive salary range of €70,000 - €90,000 per year, based on experience and qualifications.
  • A hybrid work model, offering flexibility to work remotely while still enjoying opportunities for connection, collaboration, and learning.
  • A comprehensive benefits package, including health insurance, retirement plans, and paid time off.

This role is ideal for experienced professionals seeking a challenging opportunity to drive customer success, growth, and innovation in a dynamic and customer-centric organization.


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