Customer Success Leader for Enterprise Transformation

3 semanas atrás

Lisboa, Lisboa, Portugal Cisco Tempo inteiro
Job Title:

Customer Success Leader for ThousandEyes EMEA

About the Role:

We are seeking an experienced Customer Success Leader to join our team in EMEA. As a key member of our Customer Success organization, you will be responsible for leading and managing a team of Customer Success Specialists to drive adoption and long-term value realization for our EMEA-based customers.

Key Responsibilities:
  • Lead and directly manage a team of Customer Success Specialists, 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 (Product, Professional Services, Marketing, Operations, etc.).
  • Oversee the process of conflict resolution with clients and internal/external stakeholders.
  • Help develop campaigns and playbooks to continue 1:Many strategy across the region (digitally led customer success).
Requirements:
  • At least 2-3 years of experience working as a Team Manager in a Customer Success function.
  • 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.
  • Experience with renewals, adoption, cross-sell, and upsell.
  • 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 (KPIs, process improvement, etc.).
  • Recruited, groomed, and led teams in a fast-paced environment, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution.
  • Data-driven with strong analytic background.
  • Proficiency with CRM tools (Salesforce, Catalyst, Gainsight, etc.).
  • Experience creating and delivering presentations.
About Cisco:

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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