Scale Customer Success Strategist
Há 5 dias
**About ThousandEyes**
We're a leading provider of Internet and cloud intelligence solutions, empowering organizations to monitor and optimize their digital experiences.
As the Scale Customer Success Leader for EMEA, you'll lead a team of Scale Specialists responsible for driving adoption and long-term value realization for our customers in the region.
Our goal is to deliver exceptional customer experiences, ensuring our customers achieve their desired outcomes and maintain a competitive edge in the market.
- Lead and manage a team of Customer Success Scale Specialists, fostering a collaborative environment that promotes growth, learning, and innovation.
- Owning success metrics for EMEA, including GRR and NRR, and associated leading indicators of success.
- Presentation of key findings and recommendations to leadership, shaping the direction of our global business revenue.
- Foster strong relationships with cross-functional teams, including Product, Engineering, Marketing, Sales, and Partners.
- Manage and develop a team of Customer Success Scale Specialists, focusing on recruiting, hiring, development, and performance management.
- Evaluate and report on the performance of the team, identifying areas for improvement and implementing changes as needed.
- Collaborate with the EMEA sales team to drive retention and expansion within your market.
- Master the ThousandEyes value proposition and use cases, becoming a trusted advisor to our customers.
- Act as executive sponsor for high-value client renewals and negotiations.
- A minimum of 2-3 years of experience in a Team Management role, preferably in Customer Success.
- Strong leadership skills, with a proven track record of building effective teams, creating a compelling vision, and mentoring sales representatives.
- Proven experience in Account Management, Customer Success, Sales, or related fields.
- Experience with renewals, adoption, cross-sell, and upsell.
- Deep understanding of the customer journey and what success means in Enterprise SaaS.
- Customer-focused mentality and passion for our customers' success, balancing the needs of the customer with those of the business.
- Consistent track record of operational excellence (KPIs, process improvement, etc.).
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