Director, Customer Success EMEA

at  SnapLogic

The Role:
The Director of Customer Success EMEA works closely with the rest of SnapLogic’s teams to achieve successful customer partnerships, through engagement, exposing new opportunities, improving Net Promoter Score (NPS), references and retention rates. This role will empower and coach a high performing team while establishing and maintaining relationships with all cross functional teams that touch the customer experience. This individual will be opportunities-driven with a proven track record for customer success in a SaaS business.

• Lead and develop a team of 5+ CSMs across strategic, enterprise and mid-market SnapLogic customers.
• Develop the Customer Success mission on both operational and strategic levels.
• Become a strategic advisor serving the customer, helping the customer improve performance and utilization, leading to enhanced NPS and retention.
• Create standardized playbooks/training materials for both customer & team to ensure knowledge enhancement of the product/ services.
• Define the problems, setting expectations, effectively communicating a solution path.
• Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction.
• Attract and recruit top tier talent; manage and develop a high caliber team.
• Set and communicate goals, action plans, and key metrics for CSM teams in different customer tiers with different levels of customer touch.
• Create dashboards to measure customer success.
• Coach, develop, and drive performance of individual CSMs.
• Lead strategic, cross-functional initiatives such as customer lifecycle definition, voice-of-customer, and product feedback.
• Build strong internal relationships and collaborate cross-functionally to drive training actions, services deployment, effective support and promoting the value of our product to customers.
• Identify expansion opportunities and Partner with Sales leaders to contribute directly to the companies revenue growth
• Manage escalations from direct reports and follow a methodical escalation process to executive management.
• Ensure Customer feedback is communicated internally to enable ongoing improvement of SnapLogic products and services.
• Understand market trends and keep up-to-date with the latest news and developments impacting our industry.