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.
What You’ll Do:
- 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.
What We’re Looking For:
- 10+ years of progressive customer/account management experience in a customer-facing organization; including in a Customer/Account Manager role.
- At least 5+ years in a leadership/management role in a SaaS company overseeing customer experience/success team(s) in a B2B environment.
- Demonstrated ability to successfully select, train, coach and develop team members.
- Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilizationDemonstrated track record in implementing programs and process improvements that result in increased renewals and greater customer satisfaction.
- Demonstrated track record of using data analytics to drive increased value for customers.
- Deep understanding of value drivers in recurring revenue business models.
- Successful in engaging cross-functional business and technical teams to provide timely issue resolution.
- Ability to evaluate, develop, and reshape existing teams as necessary while inspiring and motivating individual team members.
- A passion for customer insights and research in pursuit of effective and efficient customer service and performance driven
- Previous experience leading a successful customer experience/success team in a growth-oriented environment.
- Travel is required up to 50% of time.
Why Join:
There's never been a better time to join SnapLogic. Here are a few reasons why:Company Momentum: Industry experts have consistently recognized our company, products, customers, and employees as best-in-class, from our year-over-year Leadership in Gartner’s iPaaS Magic Quadrant, to our 2021 CODiE Award win, to our recognition as a 2022 Bay Area Top Workplace.Hot Market Opportunity: Leading organizations are embracing the cloud, data, and AI to rethink and rewire their businesses. According to industry analysts, the integration market alone is growing four times faster than the overall software market, approaching more than $5 billion in revenue. Innovative Product: SnapLogic is the only company to provide a single, unified platform for all of a company’s integration and automation needs: application integration, data integration, API management, B2B integration, and data engineering. World Class Customers: Hundreds of customers around the globe trust SnapLogic to handle their enterprise integration and automation needs.
Our customers come first, and we’re proud of SnapLogic's industry-leading customer retention rate of over 95%.SnapLogic is headquartered in San Mateo, CA with offices in New York, NY; London, UK; and Hyderabad, India.To all recruitment agencies: SnapLogic does not accept unsolicited agency resumes. Please do not forward resumes to SnapLogic employees or to any other company location. SnapLogic is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the company.
SnapLogic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SnapLogic complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. SnapLogic expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SnapLogic employees to perform their expected job duties is absolutely not tolerated.Apply for this job
