Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Regional Director of Customer Success overseeing EMEA strategies for driving retention and growth. Leads a team, fosters relationships, and utilizes data-driven decisions for customer success initiatives.
Responsibilities
- The EMEA Regional Director of Customer Success leads all regional and local customer success initiatives, driving retention, satisfaction, and growth across EMEA
- The role ensures alignment with business goals and builds strong relationships with customers and internal teams
- As a strategic leader, you will oversee Customer Success Managers across the region, support strong customer relationships, and use data-driven decisions to manage budgets, set performance targets, reduce churn, identify upsell opportunities, and represent the customer at the executive level
- Serving as the main point of contact for Customer Success topics in EMEA
- Overseeing regional and local Customer Success operations, including escalations with strategic EMEA customers
- Develop and execute a customer success strategy for the assigned region, setting clear goals and metrics for success
- Coach, mentor, and manage a team of Customer Success Managers (CSMs) and leaders, fostering a culture of learning and development
- Build and nurture strong multi-threaded relationships with key customers, acting as a trusted advisor and executive sponsor for strategic accounts
- Drive customer retention, renewal rates, and Net Promoter Score (NPS), while identifying and capitalizing on upsell and cross-sell opportunities
- Partner closely with Sales, Services, Support, Product & Marketing, and other teams to ensure seamless customer journeys and aligned strategies
- Establish, monitor, and report key customer health metrics, churn, retention, and revenue growth targets for the region
- Based on data analysis of CS indicators, define and monitor strategic initiatives to improve key CS metrics like retention rates, customer satisfaction, and drive expansion to support Bizzdesigns' growth ambitions
Requirements
- PhD, MA/MS, or BS/BA degree with 15+ years of customer success, sales, and/or services experience in SAAS and/or B2B environments
- Entrepreneurial mindset: being able to oversee and manage diverse teams with diverse goals across multiple regions
- Leadership Experience: Proven experience in leading and developing high-performing customer success or account management teams
- Relationship Management: Strong ability to build and maintain multi-threaded relationships with both customers and internal stakeholders
- Business Acumen: In-depth understanding of customer success best practices, metrics, and tools
- Strategic & Analytical Skills: Data-driven approach to decision-making, with the ability to use analytics to drive strategy and identify opportunities
- Communication Skills: Exceptional verbal, written, and presentation skills
- Cross-Functional Collaboration: Proven ability to work effectively with various departments to achieve shared goals
Benefits
- A competitive salary package, including an annual bonus
- Premium pension plan to secure your future
- 28 vacation days with the option to buy 10 extra for ultimate flexibility
- Hybrid working with 2 days a week in the office
- An NS Business Card or mileage reimbursement to support your commute
- Personal IT budget to upgrade your setup
- Monthly work-from-home allowance to support your ideal home office setup
- Supportive, collaborative team culture
- Work with an international and diverse group of colleagues
- Your input is valued, regardless of role or tenure
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