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.
About the role
- Customer Success Manager at Leah managing client relationships and facilitating growth in adoption and retention. Overseeing client expectations and leading customer success strategies in a hybrid role.
Responsibilities
- Set the strategic tone, direction, and supervision of how Leah works with its clients.
- Support the customer success team to ensure quality execution that drives towards client’s business objectives and key metrics.
- Management of customer expectations and be a focus point for customer issues.
- Drive retention for each account through customer advocacy, increased usage and adoption strategies.
- Increase ARR across existing accounts through the execution of growth / upsell strategies.
- Travel onsite to conduct client business meetings and trainings as required.
- Ensure that all projects are delivered on-time, within scope.
- Track progress of any project plans to ensure customer satisfaction – escalate and resolve as appropriate.
- Manage the relationship with the client and all key stakeholders, including the Economic Buyer and / or Executive Sponsor.
- Establish and maintain relationships with third parties/vendors.
Requirements
- 4+ year’s experience in a similar role (Customer Success, Account Management, Legal Tech, SaaS, or Consulting are particularly relevant)
- Used to working remotely/independently.
- SaaS experience essential, legal services experience desirable
- Solid technical background, with demonstrable understanding of software development and web technologies
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills
- Regular domestic travel is required with occasional international travel
Benefits
- Paid Health and Wellness Days
- Comprehensive insurance coverage
- Ability to make a tangible impact on a global organization shaping the future of Enterprise AI.
- Huge growth and upside potential with the ability to make a true impact on a growing start-up organization
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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