ClickDimensions – Director of Customer Success, Cork, Ireland

Marketing
Cork, Ireland
October 25, 2022
Full Time
Application deadline closed.

Job Description

WHO WE ARE 

Are you passionate about marketing, technology and helping businesses connect with the right people at the right time? As The Marketing Cloud for Microsoft Dynamics™, ClickDimensions exists to make revenue technology simple, affordable and accessible so every company can drive growth through better customer engagement.

We believe that growth creates opportunity for the individuals, companies and communities we serve. 

WHAT WE ARE LOOKING FOR

It’s an exciting time for the Customer Success organization as we enter a new chapter of our company’s evolution. The opportunity for career growth, genuine personal impact and being a master of your own professional destiny awaits the right candidate. If you’re hungry for a role and organization that allows you to bring your whole self to work, rewards initiative and has a bias for action – we may be for you.

Job Description

We are seeking an experienced, customer value focused leader to lead our EMEA Customer Success business and the customers they serve. You’ll develop and implement initiatives to drive the success of our EMEA business across multiple functions and experience levels of customer success. You’ll own performance for the region and work closely with the VP Customer Success on an integrated go-to-market approach for the EMEA region, ensuring we’re deploying our Success resources in the appropriate places to drive maximum adoption, retention and growth. Reporting to the VP Customer Success, you will design and implement operationally rigorous success processes and be a  senior member of the Customer Success leadership team.


On a typical day, you will…

  • Overarching responsibility for customer retention of the EMEA business
  • Act as the regional lead across your regional Customer Success functions.
  • Hire, coach and support the growth of a team of Customer Success Managers
  • Work collaboratively cross functionally to optimize our success methodology while shaping the team’s practices to deliver optimal outcomes for the region
  • Work closely with our VP Customer Success to ensure our approach to the entire customer lifecycle is optimized and integrated with Sales to drive customer adoption, retention and growth.
  • Own and update a customer retention forecast, updating strategies and re-aligning resources as needed
  • Build the regional hiring model and own resource allocation strategies to optimize for efficient growth
  • Create and test playbooks and program ideas, tracking results based on defined goals
  • Measure the team’s performance and analyse the results of your region to identify areas that are working and those that need improvement
  • Provide sponsorship and customer leadership to executive stakeholders at key customers
  • Regularly present regional performance and learnings to senior leadership
  • Find opportunities to implement 1:many programs that can efficiently and effectively drive customer outcomes at scale

About you

  • At least 5 years in a Customer Success leadership role, with experience managing high potential individual contributors and managers
  • Experience leading a B2B SaaS Customer Success team that works with complex engagements and organizations
  • Experience working in a PLG (Product Led Growth) organization, driving bottom up success at scale is very advantageous
  • Well versed in working with senior customer executives
  • Highly collaborative, works well with those around them to build relationships, rapport and challenge the status quo when needed
  • Demonstrated success in owning a renewal forecast, reducing churn and downgrades
  • Highly analytical with a proven ability to run experiments and measure the impacts of your initiatives on key metrics such as adoption, retention and expansion.
  • Experience building programs to deliver consistent, highly consultative customer success strategies
  • A human first leader of high integrity who can execute a vision for the group and plan, hire, lead, and inspire teams to achieve extraordinary results consistently quarter over quarter.
  • Experienced leader who’s proven the ability to build a high growth team, and grow the careers and capabilities of those around them.
  • Experience using and configuring CS software is desirable.
  • Experience working within the SaaS Marketing technology space is a plus.

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