My client, an established leader in their field, is currently seeking an ambitious and driven Regional Success Director to join their team.
This Leader will be responsible for managing and driving all activities of the EMEA regional Customer Success, including hiring, managing and guiding professional development of new team. This leader will be critical in aligning regional activities of Customer Success, thus helping to drive a consistent customer experience globally.
Own and manage all processes and resources related to customer implementations and on-going Customer Success.
Create, define and monitor Customer Success KPIs to ensure renewals are maximized, churn is minimized and customer satisfaction is as high as possible.
Implement and oversee regular customer communication cadence to ensure customer stakeholders are trained on our company platform and are effectively using the platform to drive ROI from their investment.
Establish and maintain close coordination with EMEA Sales Leader and Sales team to ensure Customer Success Managers and Sales are closely aligned on customer opportunities to up-sell and cross-sell and also to mitigate any potential customer churn.
Serve as executive escalation point for all EMEA At-Risk Customer accounts. Coordinate with EMEA Sales leader on communications and service improvement plans.
Serve as Voice of the Customer for EMEA customer feedback to drive our product and operational improvements.
Provide weekly reporting to senior management on issue status and team performance.
Identify development opportunities for teams, based on state of team performance as well as industry and competitor information.
Lead recruitment, interviewing and hiring of new team members and management.
Provide executive leadership and coordinate with other regional and global leaders.
10-15 years of experience leading EMEA-based Customer Success, Account Management, and/or Support.
Bachelors degree in Business, MIS or another relevant field.
7-10+ years in SaaS service roles or equivalent experience, preferably in the Marketing Automation market.
Track record of building and leading high-performance teams.
Demonstrated experience aligning and driving customers insights to Product and Engineering organizations to align roadmaps and improve customer experience.
Experience in building processes and protocols for Support and Success teams.
Proven written and spoken communication skills, especially customer-facing communications.
Competitive Salary and Bonus
Comprehensive Benefits package
Career Opportunities with a fast-growing global employer
Remote-First Work policy
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.