Director, Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and oversee the EMEA Customer Success organization, providing guidance, coaching, and support to around 8 Customer Success Managers.

• Directly supervise approximately seven Customer Success leaders/managers, ensuring consistent leadership, performance management, and development across the broader team.

• Foster and sustain a high-performing, accountable, and customer-focused culture throughout the EMEA organization.

• Establish objectives, KPIs, and performance expectations for the Customer Success team.

• Mentor and develop team members, focusing on career development, succession planning, and capability enhancement.

• Ensure uniform Customer Success processes, methodologies, and best practices across the EMEA region.

• Formulate and implement the regional Customer Success strategy.

• Enhance customer retention, satisfaction, lifetime value, adoption, renewals, and expansion.

• Identify and mitigate churn risks while collaborating with Sales on cross-sell and upsell initiatives.

• Cultivate relationships with strategic and enterprise customers, serving as an executive-level escalation point.

• Oversee executive business reviews and strategic customer interactions.

• Ensure customers derive measurable business value from Sphera’s SaaS solutions.

• Track customer health, engagement, adoption, renewal, churn, retention, and expansion metrics.

• Utilize CRM and Customer Success platforms to facilitate data-driven decision-making.

• Develop forecasting and reporting for the EMEA Customer Success organization.

• Collaborate with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance.

• Recruit, onboard, retain, and nurture Customer Success talent across EMEA.

• Provide regular updates and insights to senior leadership regarding customer portfolio health and team performance.

⛳️ Requirements

• 8-12+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within B2B SaaS.

• Extensive experience in leading and developing Customer Success teams, including managers and senior individual contributors.

• Proven track record of managing complex enterprise and strategic customer relationships.

• Demonstrated success in enhancing customer retention, adoption, satisfaction, and expansion.

• Strong commercial acumen with experience collaborating with Sales on renewals, cross-sell, and upsell opportunities.

• Experience navigating within a complex, global SaaS organization and effectively working across multiple functions and regions.

• Strong comprehension of Customer Success methodologies, customer health metrics, lifecycle management, and value realization.

• Proficient in using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar tools.

• Outstanding leadership, coaching, communication, and stakeholder management skills.

• Strong analytical and problem-solving capabilities, with the ability to convert customer and business data into actionable strategies.

• Ability to think strategically while maintaining a solid understanding of daily customer and team needs.

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Equal Opportunity Employer.

• Inclusive work environment.

• Leadership, coaching, and professional development opportunities in Customer Success.

• Career development, succession planning, and capability-building opportunities.

• Training and development programs.