Manager, Customer Success - DACH Market

POS-27567

As a Manager of our DACH Customer Success team, you will be responsible for hiring, training, coaching, and managing a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment. In this role, you will work closely with Customer Success leadership to help build a team of world-class CSMs, while executing and improving customer retention playbooks. As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer happiness. We are looking for someone that is effective, adaptable, flexible and analytical and that can help lead our CSM team as we expand our footprint in the region. 

This role is available in the UK, Ireland, Germany, France and Spain with an option for @office, @flex, or @home

In this role you’ll get to:

• Manage approximately 8-10 members of the CSM Team
• Coordinate with recruiting and internal teams to recruit, hire, and train new people
• Maintain a high level of team engagement and motivation
• Display an ability to build confidence and trust in your direct reports
• Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers 
• Be accountable for the health and retention of customers 
• Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goals
• Proactively identify areas for innovation and improvement within the CSM team, and drive collaborative developments within our existing playbooks
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Analyze regional, customer, and performance data to make informed decisions about operational and procedural changes
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired

 We are looking for people who have:

• Fluency in German and English 
• Extensive experience working in a people management role
• Extensive experience recruiting, coaching, and developing team members
• Experience managing a customer success or partner/channel team is a distinct advantage
• Proven leadership ability to motivate, influence, develop and empower employees to achieve their best
• Experience working effectively with all levels of management
• Experience handling customer escalations
• Experience managing a revenue number and maintaining a forecast
• Self-motivated, entrepreneurial in nature and comfortable and experienced in change management
• Proven and consistent track record of executing against growth strategies and delivering target in excess of company expectations
• Excellent leadership, organizational and problem solving/decision making skills
• Ability to manage multiple projects while maintaining strict attention to details
• Ability to adapt quickly to new software and constantly changing business requirements
• Use data to analyze results and make data-driven decisions