Manager Customer Success Managers EMEA
You will lead, coach, and develop customer success managers while overseeing account health, onboarding, adoption, executive business reviews, and renewals. You will set goals, manage staffing and resources, improve processes and tools, build senior customer relationships, and coordinate escalations and strategic initiatives with cross-functional leaders.
Responsibilities
- Mentor and enable customer success managers to exceed growth and retention forecasts
- Establish and manage goals and responsibilities for customer success managers with the Customer Success Director
- Manage account health, onboarding, adoption, executive business reviews, and renewals
- Coach, motivate, and develop team members through timely feedback and development support
- Manage resource assignments, staffing levels, and recruitment
- Identify and implement process and tool improvements
- Develop senior-level customer relationships
- Partner with team leaders to support customers during escalations
- Build relationships with Engineering and Product to align goals and initiatives
- Oversee OKR initiatives
- Execute strategies and vision with other managers and the Director
- Represent leadership in internal and external interactions
Requirements
- Demonstrated track record in software or technology sales, consulting, or customer success
- Experience leading teams, driving software adoption, and building and scaling customer success management practices
- Experience with software development lifecycle processes and tools
- Experience with agile or DevOps practices
- Ability to develop strategies, translate them into initiatives, and track delivery
- Ability to lead managers and manage global distributed teams across cultures, business lines, and geographies
- Leadership, communication, and interpersonal skills
- Analytical thinking, process improvement, problem-solving, delegation, and planning skills
- Ability to collaborate with internal and external stakeholders
- Experience working with senior executives
- Ability to connect technology with measurable business value
- Strategic thinking about business, products, and technical challenges
- Fluent German
Benefits
- Health, financial, and well-being benefits
- Flexible paid time off
- Team Member Resource Groups
- Equity compensation
- Employee Stock Purchase Plan
- Parental leave