Customer Success Manager: DACH Region

3 semanas atrás

Lisboa, Lisboa, Portugal Pleo Tempo inteiro

About the Role: We are seeking a seasoned Customer Success Manager to lead our Central Europe regional team. As a key member of our Mid Market customer success team, you will be responsible for managing a team of Customer Success Managers (CSMs) who handle day-to-day operations and long-term business relationships with our customers. You will need to develop strong working relationships with other teams internally, specifically with Sales, Marketing, and Product teams. Your primary focus will be on ensuring the delivery of an exceptional customer experience, continually seeking ways to provide customers with the information they need at the right time. You will be responsible for hiring, coaching, and developing a high-performing team of CSMs who are passionate about delivering outstanding customer experiences. You will also be responsible for owning your team's metrics (net retention, product adoption, customer advocacy) and driving the plan to exceed our expectations. You will work closely with internal teams to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time. You will be a constant advocate for our customers, looking out for them every step of the way. About the Team: Our Customer Success Managers are responsible for healthy adoption of our products and services and position Pleo to meet the current and future business requirements of our customers. They play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements. To excel in this role, you should possess the skills and confidence needed to organize your team effectively, ensuring the delivery of an exceptional customer experience. You'll be responsible for continually seeking ways to provide customers with the information they need at the right time. Both you and your team should adopt a data-driven approach, with an emphasis on experimentation, measurement, and iteration in our one-to-many communication strategies, such as video guides, email campaigns, and webinars. On top of that, we are looking for someone with the ability to combine passion and experience for leading and coaching people, with strong guidance in all Customer Success-related activities with a customer-obsessed mindset. Responsibilities:

  • Hire, coach, and develop a high-performing team of CSMs who are passionate about delivering outstanding customer experiences.
  • Partner with other CSMs and leaders across Pleo to further refine structure, systems, and resources to successfully support our Mid-market and Enterprise customers.
  • Own your team's metrics (net retention, product adoption, customer advocacy) and drive the plan to exceed our expectations.
  • Work closely with internal teams (Support, Marketing, Sales, Product) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time.
  • Advocate for the best customer experience and serve as the customer's advocate.

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