Senior Strategic CSM - EMEA
Who We Are: Discuss is helping leading organizations, brands and agencies across the globe turn people’s experiences into insights. Thousands of Market Insights, CX and UX professionals trust Discuss to go beyond data points and bring in-depth insights to life across their organization in real-time, transforming customer relationships. With Discuss, hundreds of global brands and agencies such as Unilever, Target, Ipsos, KraftHeinz, Netgear, Ford, and Mastercard are making more informed strategic decisions faster than ever before.
We’re scaling qualitative research in new and creative ways, and we’re G2 leaders because we move the fastest in our industry and have an innovative generative AI focused roadmap that delivers value to our customers. We are a rapidly growing team of customer obsessed professionals. We value efficiency, simplicity, innovation, and freakishly friendly customer service, internally and externally. We offer interesting and challenging problems to solve, and the independence to learn, grow and lead. Who We’re Looking For: An entrepreneurial, self-driven, and results-oriented customer success leader who thrives in a position and team environment that values autonomy, encouraging you to make your mark on a fast-growing business changing the martech space.
Customer Success is a tight-knit, global team at Discuss and we’re looking for someone to join us who can help bring our commercial approach to the next level. In this role, you will take full ownership of a multi-million dollar book of business, managing enterprise-level customers and executive stakeholders. You will be responsible for driving long-term customer satisfaction and retention - while also identifying opportunities for upsell and expansion. This role requires you to take initiative, be highly proactive, and make data-driven decisions that directly impact our customer base and bottom line. Key Responsibilities:
- Autonomous Ownership of Accounts: Take full responsibility for a high-value book of business, ensuring the ongoing success and growth of enterprise-level customers, from onboarding through renewal and expansion.
- Drive Retention and Expansion: Proactively drive renewals, upsell opportunities, and customer growth. Identify key business opportunities, act on them independently, and align our solutions with customers' evolving needs.
- Executive-Level Relationships: Cultivate and maintain strong, trusted relationships with key decision-makers, senior executives, and stakeholders, positioning yourself as a strategic partner in helping them meet their business objectives.
- Consultative Leadership: Use your expertise and industry knowledge to provide strategic guidance and ensure that customers realize maximum value from Discuss.io’s platform, while also providing actionable insights to drive business impact.
- Independent Problem Solving: Be the customer’s advocate, resolving challenges and offering solutions that align with their goals. This requires a proactive, hands-on approach in addressing customer needs and preventing issues before they arise.
- Data-Driven Decisions: Leverage data and customer feedback to assess account health, identify at-risk customers, and prioritize initiatives that will drive retention, satisfaction, and expansion.
- Quarterly Business Reviews (QBRs): Lead the creation and presentation of QBRs to ensure customers see value, track their progress, and uncover new opportunities for collaboration and growth.
- Collaboration and Cross-Functional Partnership: While you’ll work autonomously, collaboration with our Sales, Product, Marketing, and Support teams is essential to delivering a seamless customer experience. Provide critical feedback and insights to help shape our platform’s evolution.
Qualifications:
- Previous Experience: 7+ years in Customer Success, Account Management, or a related field, with a proven ability to manage large, complex enterprise accounts and build executive relationships.
- Strategic Thinker with Entrepreneurial Spirit: A proactive, self-starter mindset that allows you to independently identify opportunities for growth and solve problems creatively. You should be highly motivated, disciplined, and driven to achieve your goals and deliver exceptional results and thrive in an autonomous, fast-paced environment.
- Business and Commercial Acumen: Experience managing a multi-million dollar book of business, driving renewals, upsells, and expansions means you’re ready to serve as your customer’s strategic advisor - including their research process through the usage of our platform as well as speak to our impact on their overall business performance. You must possess the ability to dig into reporting, making data-driven decisions that directly impact revenue growth.
- Communication & Leadership Skills: Excellent verbal and written communication skills with the ability to build relationships with senior executives and communicate complex ideas with clarity and confidence.
- Customer-Centricity: A deep commitment to ensuring customers’ success and a passion for helping them achieve their business goals with our platform.
- Play for a Global Team: Discuss Customer Success is a global team. While we strive to work within your chosen working hours, there may be flexibility as needed.
- Ability to Travel: We want to be in front of our customers. You must be open to traveling as needed for customer meetings, QBR delivery, team/company on-sites, etc.
Preferred:
- Previous experience in or familiarity with market research or consumer insights
- Salesforce and Outreach (or similar) user
Why You Should Work Here:
- We're working in a really hot space and expect to see significant growth over the coming months and years
- We’re as obsessed with our employees as we are our customers, and it shows
- We operate in startup mode and we get things done
- As a part of our team, you’ll be able to clearly see the impact of your work and have a significant voice in decision-making processes
- We are culturally diverse and geographically dispersed around the world
