Analyst for Customer Success Operations at Solutionreach handling customer lifecycle management and analytics. Partnering with GTM leadership to drive reporting and insights for customer acquisition and retention.
About the role
- Head of Customer Success for EMEA leading the scaling of Customer Success teams across Europe. Manage executive relationships and drive customer retention and expansion in a rapidly growing company.
Responsibilities
- Build, lead, and develop a high-performing group of Customer Success teams across the EMEA region. Coach and mentor team members to achieve individual and team goals.
- Own executive relationships with Harvey's largest and most strategic enterprise customers. Serve as the escalation point for critical customer issues and partner with customers on long-term success planning.
- Drive net revenue retention (NRR) and gross revenue retention (GRR) by ensuring customer adoption, satisfaction, and readiness for renewal and expansion opportunities.
- Build and refine scalable Customer Success processes, playbooks, and best practices. Implement data-driven approaches to customer health monitoring, risk mitigation, and success planning.
- Partner closely with Sales, Product, and Marketing teams to ensure seamless customer experiences, inform product roadmap decisions, and drive customer advocacy. Work in close alignment with AMER & APAC Customer Success leadership to share best practices globally.
- Define and track key success metrics including adoption rates, customer health scores, NPS, NRR, and GRR. Provide regular reporting and insights to senior leadership.
- Champion the voice of the customer internally, relaying insights to Product and Engineering teams to drive continuous improvement.
Requirements
- 8+ years of experience in Customer Success, Account Management, or related roles within SaaS, legal technology, or top-tier management consulting firms.
- 5+ years of direct people management experience and 3+ years as second line manager, with a track record of building and scaling high-performing Customer Success teams.
- Demonstrated success in driving customer retention and expansion in enterprise environments with complex stakeholder landscapes.
- Excellent communication, executive presence, and strategic planning skills, with the ability to influence stakeholders at all levels including C-suite executives.
- Results-driven mindset with the ability to ruthlessly prioritize competing tasks and manage demanding customers seamlessly.
- Strong analytical skills with experience using data to drive strategy and decision-making.
- A collaborative and proactive team-first mentality.
- Familiarity with AI technologies, large language models, or related fields is advantageous.
Benefits
- A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.
- An opportunity to shape and lead the growth of a rapidly-evolving Customer Success program, building out best-in-class playbooks and processes.
- A collaborative work environment that promotes growth, learning, and development.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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