Scale Customer Success Leader

Há 1 mês

Lisboa, Lisboa, Portugal Phiture Tempo inteiro

Job Summary

As a Scale Customer Success Leader at ThousandEyes, you will be responsible for leading and supporting a team of Scale Specialists in driving adoption and long-term value realization for our EMEA-based customers. This role requires strong leadership skills, a deep understanding of the customer journey, and the ability to balance the needs of the customer with those of the business.

Key Responsibilities:

  • Lead and directly manage a team of Customer Success Scale Specialists, including recruiting, development, and performance management.
  • Own success metrics for EMEA, specifically 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.
  • Oversee the process of conflict resolution with clients and internal/external stakeholders.

Requirements:

  • At least 2-3 years of experience working as a Team Manager in a Customer Success function.
  • Strong leadership skills, including building effective teams, creating and communicating a compelling vision, 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.
  • 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.
  • Data-driven with strong analytical background.
  • Proficiency with CRM tools (Salesforce, Catalyst, Gainsight, etc.).
  • Experience creating and delivering presentations.

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