Head of Customer Success (EMEA)
New
Remote-first company and offer the flexibility to work remotely within the country listed in the job postingFull-TimeManager
Salary£85,000-£112,000 + 25% Variable Pay
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 5+ years relevant experience leading a team in customer success
- Required Skills
- Account ManagementStakeholder managementData analytics
Requirements
- 5+ years relevant experience leading a team in customer success (CSM or Account Management roles) at a technology company
- 3+ years of experience with forecasting and track record of helping teams meet commercial targets
- Experience working with cross-functional teams
- A high level of accuracy and attention to detail
- Excellent communication and interpersonal skills
- A proven track record of building and nurturing customer relationships
- A driven, enthusiastic and “can do” attitude
- Basic technical skills to confidently discuss customer needs and business goals
- Fluent written and spoken English
- Willingness to travel onsite with clients as needed
Responsibilities
- Manage and mentor a team of Customer Success Managers to ensure high performance, professional growth, and engagement.
- Develop and implement strategies that drive customer retention, reduce churn, and increase account expansion and upsell opportunities.
- Partner closely with Sales, Product, and Marketing teams to align on customer growth initiatives and commercial goals.
- Oversee the customer lifecycle management process to ensure customer satisfaction and successful product adoption.
- Build strong relationships with key customer stakeholders to understand business objectives and advocate for their success internally.
- Track and report on key customer success metrics such as Net Revenue Retention (NRR), churn rate, and expansion revenue.
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