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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.).

Required Customer Success Knowledge Manager
Self-service is a top priority, sponsored directly by company Leadership. Content and Self-Service are at the core of our Customer Success strategy, both internally for our team and colleagues and externally for our customers.
As a Customer Success Knowledge Manager you will...
Transform the way content is presented to our customers by implementing innovative solutions in our Help Center
Manage and direct the creation of professional and creative content
Work with the teams researchers to measure content effectiveness, set targets, and if necessary revise content until user targets are met and engagement increases
Work with the teams developers to automate publication and validation processes
Interact with our customers to better understand how they use our content
Foster a culture of knowledge-sharing, contribution, and transparency
Build relationships and identify partners across the organization to help promote a knowledge everywhere approach.

We are looking for a Customer Success Technical Engineer.
What will you do?

Own the end-to-end technical customer experience from installation to ongoing support with a strong focus on on-site and remote service excellence.
Lead system installation, configuration, testing, and customer training at global customer sites.
Act as the technical focal point for both customers and internal teams, identifying technical issues, trends, and improvement opportunities.
Escalate and drive resolution of complex technical cases in collaboration with Engineering, Operations, and Product teams.
Ensure customer feedback and field insights are shared and reflected in product and service improvements.
Collaborate closely with global service teams, R&D, and Product to resolve challenges and ensure customer success.
Contribute to the creation of service guides, technical documentation, and internal knowledge-sharing initiatives.
Travel globally up to 50% of the time for on-site installations, training, and technical support.

As a Technical Support you will:
Handle customer requests professionally, maintaining SLAs and high satisfaction rates.
Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.).
Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions.
Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk.
Communicate clearly and empathetically with customers via HubSpot, phone, and email.
Verify functionality in Sandbox and Production environments to support accurate issue resolution.
Document solutions, best practices, and contribute to the internal knowledge base.
Support and guide Tier 1 agents, acting as their escalation point.
Assist with the onboarding and training of new Tier 1 agents.

As a Tier 1 Customer Support you will be responsible for:
Be the first line of defense and escalation for any technical issues.
Elegantly handle customer requests and maintain our SLA & customer satisfaction.
Escalate and own issues internally and externally with service providers / partners.
Extend our knowledge base.
Work across departments (Engineering, DevOps, Prof Services, etc.) to resolve customers issues.