- Lead a high-performing Customer Success team across MM EMEA, creating clarity on priorities, outcomes, and expectations aligned to regional and company goals.
- Own team performance across core success metrics, including retention, expansion, payment adoption, customer health, and execution quality across the post-onboarding lifecycle.
- Build the team operating rhythm, including goal-setting, inspection cadences, 1:1s, performance reviews, forecasting inputs, and clear accountability for results.
- Coach and develop team members at different levels of maturity, raising capability in customer strategy, commercial conversations, stakeholder management, and risk mitigation.
- Drive strong resource planning and prioritisation across the team, ensuring work is allocated effectively and that short-, mid-, and long-term goals are delivered predictably.
- Hire, onboard, and develop talent for long-term success, building succession strength and clear development pathways across the function.
- Lead through customer escalations with sound judgement and urgency, while strengthening the team’s ability to independently manage complex and high-risk situations.
- Identify patterns, inefficiencies, and execution gaps across the customer journey, then implement scalable process improvements that increase consistency, quality, and efficiency.
- Ensure high standards of operational discipline, including data quality, process adoption, and effective use of Customer Success tools and reporting.
- Act as the Voice of the Customer within the business, partnering with Product, Commercial, Operations, and other internal teams to improve customer outcomes and influence priorities.
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