Director of Customer Success Europe
We are looking for a dynamic and strategic leader to join our team as the Director of Customer Success for the Europe region.
Responsibilities:
- Team Leadership: Coach, mentor, and lead a high-performing team of Partner Success Managers, Customer Success Managers, and Customer Success Executives. Foster a culture of both high employee engagement and exceptional performance.
- Metric-driven Success: Take full responsibility for Customer Success outcomes in the Europe region. Ensure performance against key metrics, including Retention, Expansion, and NPS.
- Adoption and Usage: Drive high adoption and usage of Creatio's platform and products across the region. Ensure customers progress along the Creatio Customer Journey through proactive and prescriptive touchpoints.
- Renewal Strategy: Own the strategy for renewal success, including strategic planning and commercial strategy to maximize revenue retention. Mentor team members in renewal planning and commercial structures.
- Customer Engagement: Participate in customer meetings, serve as an Executive Sponsor for key accounts. Build strong relationships with key leaders and sponsor contacts across the customer base.
- Collaboration: Liaise with functional leaders across Support, Services, Product, and Engineering. Provide support for customer escalations and ensure a cohesive approach to customer success.
- Global Leadership: Contribute as a member of the Creatio customer success global leadership team.
- Compliance and Reporting: Ensure team compliance with renewal planning and customer health updates. Own internal Quarterly Business Reviews (QBRs) as part of the quarterly planning cycle.
- Implementation Support: Monitor and support customer implementations across the region. Ensure projects are on track for go-live success, and provide guidance on proactive risk mitigation actions.
Requirements:
- Experience: Six years of prior Customer Success leadership experience with strong implementation project experience.
- Commercial Acumen: Demonstrated strong commercial acumen and a collaborative leadership style.
- Industry Knowledge: Experience in SaaS/Cloud Software, with a preference for those familiar with CRM solutions or development platforms.
- Communication Skills: Exceptional executive-level written and verbal communication skills in English.
- Customer Focus: Customer-obsessed with a high level of curiosity about customer needs and expectations.
- Technology Proficiency: Experience with the typical Customer Success technology stack.
- Travel: Ability to travel up to 25%.
What you should expect from us:
- The award-winning product (a Leader in Gartner Quadrants) to be proud of;
- a remote-first hybrid model: while giving plenty of space for concentration and personal working habits, we encourage regular meetings in one of our five hubs worldwide;
- Culture of genuine care, ownership, dedication, and high standards (learn more here);
- A vibrant corporate life: enjoy the opportunity to explore your teammates' cultures in online and offline events, participate in sports competitions, enjoy art master classes, and create your new favorite memories at our parties;
- Caring for your health: Creatio offers several options for medical insurance together with our medical partner;
- Creatio offers all team members competitive pay;
- Paid leave options for life-qualifying events, sicknesses, etc;
- Nice and modern hub in the London city center to get acquainted with colleagues or to gain some quiet space for concentration.