דרושים » שירות לקוחות » Customer Success Manager - European Market

We are seeking an accomplished and strategic Senior Director of EMEA Customer Success to lead and expand our Customer Success organization across the EMEA region.
As a Senior Director of EMEA Customer Success, you will...
Lead, staff, and strategically grow the EMEA Customer Success organization, encompassing multiple teams and locations across EMEA
Provide executive leadership and strategic direction to Customer Success Managers and Technical Success Managers, fostering a high-performance culture and ensuring operational excellence across all EMEA teams
Provide leadership through coaching, feedback, development goals, and performance management
Mentor managers and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the products and platform
Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how we address our immediate and future needs (with success metrics)
Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
Well-versed in using case management systems and CRMs (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customers investment
Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team
Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team
Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption
Own and drive customer adoption and usage for the customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
Understand the customers industry trends, business challenges with the platform, and current and potential use cases for our customers and develop and nurture our champions within your customers organization who advocate for the platform based on their positive experience
Engage customers senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the voice of the customer and provide internal feedback on how we can better serve them to maximize customer value and retention
Partner with the Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.).

Were looking for a Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and Walk usMe to the next level.
As a Customer Success Manager, youll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 customers, helping them achieve maximum value from the platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.
*** Working Days - Monday to Friday
What You'll Own:
Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
Schedule and prepare Success Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote adoption of the product.
Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the platform, and showing them the Art of the possible.
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases .
Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
Work with the internal Account team and Customer to develop a Success Plan outlining how addresses their immediate/future needs (including metrics for success).
Monitor customer health to reach out to customers before risks escalate and identify remediation options.
Partner with Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

The ideal candidate will have a proven track record in developing and implementing customer success strategies, fostering strong client relationships, and collaborating cross-functionally to ensure customer success aligns with our business objectives.


Key responsibilities for this role include:

- Leading and managing our global customer success organization across all regions.

- Developing and implementing a customer success strategy to maximize retention, satisfaction, and growth.

- Defining key KPIs and metrics to measure customer success performance.

- Building and leading a high-performing customer success team, while providing mentorship and professional development.

- Advocating for customer needs and feedback within the organization.


In addition, the Director of Customer Success will be responsible:

for establishing and maintaining strong relationships with key customers,

acting as a trusted advisor, and developing strategies to enhance customer engagement, adoption, and value realization. They will also drive initiatives to proactively address customer challenges and improve the overall customer experience.

Retention and expansion efforts are crucial for this role, including implementing customer onboarding and engagement strategies to improve retention rates, identifying upselling and cross-selling opportunities in collaboration with sales and product teams, and monitoring customer health metrics to prevent churn and enhance customer lifetime value.

Cross-functional collaboration is essential, as this role will work closely with sales, product, marketing, and support teams to align customer success efforts with business goals. The Director will also provide valuable customer insights to influence product development and enhancements, ensuring seamless communication and handoffs between pre-sales, onboarding, and support teams.

We are looking for a dynamic, high-performing team player who thrives in fast-paced environments to join our Customer success team. If you are experienced with online marketing solutions, enjoy communicating, helping others and providing long-term solutions to your customers, then this is the role for you.

The Scaled Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering customers to fulfill their marketing goals. By being experts of the platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys teamwork and taking on new challenges in this dynamic environment.

This CSM role focuses on scalability. Scale CSMs engage with customers through both 1:1 interactions for high-touch objectives and 1-to-many (1:N) success programs that drive impact across target customer segments. The team leverages robust customer data to identify opportunities to deliver greater value through broader and more advanced use of our products.

Responsibilities:
Identify, design and achieve the customer's goals in a short-term relationship
Act as a consultant when it comes to analytics, and grow clients usage of the platform.
Work closely with our developers and technical teams to ensure customer satisfaction.
Contribute ideas and practical solutions to ensure customers contentment.
Continuous improve and actively contribute to the processes and procedures of the team.
Represent the voice of the customer and influence product development roadmap.

We are looking for a Customer Success Manager.
Customer Success Manager is responsible for building and maintaining relationships end to end with our customers to enable them realize value from platform.
As a trusted advisor you will leverage your domain expertise and ability to frame problems and find solutions to help customers drive adoption and achieve business outcomes.
You will be working closely with Sales, Sales Engineering, Services, Support, Product Management and Customer Success teams to ensure our customers success - ultimately driving growth and securing the renewal.
What You'll Do:
Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals. Measure, monitor and report internally and externally to Customer Sponsors.
Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions.
Work closely with Sales to provide insights to customers about applicability of new features in and identify additional business use-cases.
Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
Translate customer product usage data into actionable advice for customers.
Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners
Provide customers contract utilization pacing in regular account Health Checks towards renewal.
Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins.
Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options.
Work cross-departmentally to find business outcomes oriented solutions to complex scenarios and integration issues.
Strong knowledge of Customer Success best practices with experience defining processes to promote adoption.
Understand customer health scoring and predictive risk management to prevent and resolve renewal risk while managing customer escalations.
Continuously drive communication and customer advocacy to ensure an orchestrated customer experience.
Work transparently to surface customer problems and allow others to participate in solving them.

Required Customer Success Manager
Description
Were a fast-growing FinTech and PropTech company on a mission to revolutionize how real estate investment firms and their investors manage capital, streamline operations, and communicate. Our Investment Management platform helps firms raise and retain more capital, improve investor satisfaction, and simplify complex processes. We do this by automating back-office operations, enabling seamless investor communication, and equipping teams with advanced tools to elevate their real estate marketing efforts.
As a Customer Success Manager, you will be the trusted partner for our clients, guiding them throughout their journey and ensuring they get maximum value from our platform. Youll work closely with cross-functional teams to support adoption, drive retention, and build long-term relationships that lead to mutual success.
Your key responsibilities will include:
Be the main point of contact for your clients, always there to help and train them on new features
Own and manage new client onboarding - understanding their business goals and teaching them how to use and get value from our platform
Build, execute, and manage ongoing success and engagement plans tailored to each client
Represent the voice of the customer and advocate for client needs internally, influencing the product roadmap
Lead internal cross-functional improvement projects to enhance the client experience, boost product adoption and client retention
Create new revenue opportunities for the company by upselling additional products to existing clients.

Customer Success Managers
We are seeking for the one who will become a key contributor to grow our existing customer base and improve the quality and experience of all our customers. The Customer Success Manager will bring Applauses best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers' business goals, driving greater business value to our clients. You will also serve as the point for issues that impact the customer's success and drive risk mitigation. The ability to work cross-functionally between Sales, Project Management / Delivery and Finance.
The Customer Success Manager will engage, retain and drive customer's satisfaction, will serve as the advocate for each customer beginning from the point of sale and extending through onboarding and project success, and accelerates the expansion within each account.
Were a good fit for hungry, creative, self-starters who like to build things, and who take work just a bit too seriously. We offer outstanding benefits; we have fun, and we push one another hard to achieve ever-greater results in our march to reinvent how companies TEST their software apps. Not to mention a career with tons of potential to grow within the company. Let us help you build yours!
Key Responsibilities: Drive toward attainment of customer renewal/retention/churn goals Partner closely with Account Executive and extended account team members Own the customer relationship on behalf of Applause Serve as an internal advocate for customer products and services needs Work collaboratively with other sales leaders as well as leadership in other functional groups Plan and achieve quarterly and annual metrics and goals; report on progress to the executive

XM Cyber is a global leader in hybrid cloud security. XM Cyber brings a new approach that uses the attacker’s perspective to find and remediate critical attack paths across on-premises and multi-cloud networks. The XM Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems. As XM Cyber continues to grow its global customer base and recurring revenue, we recognize the strategic importance of deepening relationships with existing customers. We’re looking for a passionate and results-driven Director of Customer Advocacy to lead our customer marketing initiatives and turn satisfied customers into loyal advocates. In this role, you will design and execute scalable marketing programs that drive engagement, satisfaction, retention, expansion, and advocacy across our customer base. You will be at the forefront of creating meaningful connections between our brand and our customers, ensuring they feel informed, appreciated, and inspired to grow with us. Responsibilities 1. Advocacy & Community Building
* Build and scale a robust Customer Advocacy Program , including testimonials, reviews, referrals, and case studies.
* Develop and manage user groups, roundtables, community initiatives, and online/offline community initiatives to foster peer networking and brand connection.
* Lead the planning and execution of key 1:N programs such as user events The Exposure Room webinars monthly newsletters , and customer gifts 2. Events & CX Touchpoints
* Oversee the full execution of user and CAB events, including content, logistics, and communications with customers and internal stakeholders (e.g., Sales, CX, and Execs).
* Drive the planning and orchestration of internal CX events to improve alignment and visibility of customer programs/initiatives.
* Ensure strategic customer touchpoints like Executive Business Reviews (EBRs) and Kickoff decks reflect current messaging and positioning. Ensuring the templates are up to date with the latest marketing and product materials 3. Loyalty & Rewards Programs
* Design and manage programs that recognize and reward customer loyalty—delivering perks, recognition, and exclusive experiences. 4. Expansion & Retention Campaigns
* Collaborate with Marketing, Product, Sales, and Customer Success to support upsell and cross-sell activities as required. Design materials that promote new features, services, or solutions to existing customers that CSMs can leverage..
* Launch targeted lifecycle programs that address key stages in the customer journey to improve satisfaction and reduce churn.
* Create and run campaigns tailored to existing customer segments, focused on loyalty, and upsell opportunities. 5. Customer Advocacy Strategy & Execution
* Work with Marketing to build and maintain a content marketing calendar targeting customer personas, including newsletters, webinars, success stories, and product education.
* Develop and execute a customer marketing strategy that maximizes Customer Lifetime Value (CLTV) and supports retention and growth.

We are looking for a passionate, customer-focused Customer Success Manager to lead the implementation and ongoing success of our product for our customers. As a CSM, youll be the trusted advisor and main point of contact for finance professionals - from mid-level managers to C-suite executives - helping them unlock the full potential of CONNECT. This is a fantastic opportunity to apply your FP&A knowledge in a tech-forward environment, drive high-impact engagements, and join a growing team with lots of room for professional growth.
What You'll Do
Leverage our product to deliver clients impactful, real-time reporting solutions across Excel, ERP, CRM, and HRIS systems. Seamlessly access and integrate data from multiple sources-directly within Excel.
Provide recommendations for possible process changes to help optimize current procedures and maximize outcomes.
Build long-term strategic relationships with customers, gather requirements, and follow through with necessary financial reporting support.

We are looking for a Senior Customer Success Manager.
As a Senior Customer Success Manager, you will be responsible for nurturing and growing relationships with core customers worldwide and working with internal teams to ensure the best possible customer experience.
This position requires flexibility with a mix of business, operational, analytical, and support tasks.
Responsibilities:
Manage relationships with key customers through all lifecycle stages (from initial onboarding to existing partnerships) across the world and in multiple time zones.
Build long-term relationships with customers to ensure retention and develop new business opportunities.
Identify customer pain points and work closely with internal teams (business, ops, product, R&D) to prioritize solutions and improve the overall customer experience.
Monitor customer activity and prepare reports/analytics to take a proactive role in reaching and exceeding business KPIs.
Help define and manage various internal processes required to ensure the best possible experience for our customers.