Regional Manager of Customer Success
New
London / Paris / France / United Kingdom / GermanyFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3- 5+ years of experience in customer success, accountmanagement, or sales, with at least 2 years in a leadership or team lead capacity
- Required Skills
- LeadershipMicrosoft Power BIPeople ManagementSalesforceCommunication SkillsOrganizational skillsCoachingInterpersonal skillsNetworkingAccount ManagementCustomer SuccessSaaS
Requirements
- 3- 5+ years of experience in customer success, accountmanagement, or sales
- at least 2 years in a leadership or team lead capacity
- Experience managing a team in a fast-paced, tech-driven environment (cloud, SaaS, networking preferred)
- Proven ability to deliver results in customer retention and account growth
- Strong coaching and people management skills with a passion for developing talent
- Confident in using customer data and health metrics to drive decisions and prioritize actions
- Excellent organizational, communication, and interpersonal skills
- Comfortable managing competing priorities and adapting to change
- Bachelor’s degree in Business, Marketing, correlated field (or equivalent experience)
Responsibilities
- Lead, coach, and develop a high-performing team of CSMs to enhance their skills and performance.
- Conduct regular 1:1s, provide ongoing feedback, mentorship, and support professional development
- Create a team culture focused on collaboration, accountability, and customer outcomes.
- Drive retention through proactive engagement strategies (AccountReviews), success planning, and health monitoring
- Partner with CSMs to identify and mitigate churn early risks, leveraging data tools like Salesforce and Power BI to capture customer intelligence
- Support your team in addressing customer needs and ensuring high satisfaction across interactions
- Guide your team to uncover upsell and cross-sell opportunities within existing accounts, building successful campaigns
- Provide oversight and strategic input on account plans and QBRs
- Collaborate with Sales Executives to align on account strategy and ensure long-term growth
- Ensure consistent execution of key Customer Success processes (onboarding, renewals, reviews)
- Track and report on team KPIs, including retention, expansion pipeline, customer health, and engagement
- Ensure each new customer follows a formal onboarding process, with key milestones and activities documented in Salesforce to enable transparency, knowledge transfer, and consistent customer experience across the team.
- Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance, and Product teams to deliver a seamless customer experience
- Represent your team’s insights and feedback in internal discussions to shape product and process improvements
- Act as an advocate for the voice of the customer by sharing feedback and usage trends with Product and Strategy teams
- Ensure your team is capturing key insights during customer engagement to support continuous improvement
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