Manager, Customer Success

2 weeks ago

Lisbon, United States PagerDuty Full time

Why We Need You

We are seeking an experienced and strategic leader to join our team as the Manager of Commercial Customer Success and Renewals for our EMEA + APJ regions. In this critical role, you will oversee both the Customer Success and Renewals functions, ensuring the success and retention of our valued customers while driving revenue growth through timely renewals and expansion. The success metrics in this role will include ensuring customer renewals, lowering churn and downgrades, increasing customer adoption and delivering quantifiable business value results ultimately driving platform expansion. As part of our commitment to fostering diversity and inclusion, we welcome applicants from all backgrounds to contribute to our culture of excellence.

How You Contribute To Our Vision

Leadership Excellence Guide and inspire a team of Commercial Customer Success Managers and Renewals Managers, setting the standard for excellence and supporting their professional growth.

Performance Metrics track, and analyze KPIs to gauge the success of our customer success and renewal operations. Provide updates to leadership on forecast to goals. Your insights will fuel continuous improvement, pushing the boundaries of what we can achieve.

Strategic Vision Craft and implement compelling strategies for customer success and renewals, closely aligned with our broader business goals. Utilize deep insights from customer interactions, feedback, and data analytics to inform and drive these strategies.

Collaborative Synergy Work in lockstep with Sales, Customer Success Group and other teams to refine the customer journey, pinpointing opportunities for growth and ensuring customer needs are met with precision and creativity.

Adoption & Satisfaction Lead the charge in initiatives aimed at boosting product adoption and customer satisfaction. Your efforts will maximize customer lifetime value and smooth the path from initial onboarding to ongoing engagement.

Data-Driven Decision Making Harness the power of customer usage data, market trends, and competitive analysis to guide strategic decisions and fine-tune our approach to customer engagement.

Performance Metrics Establish, track, and analyze KPIs to gauge the success of our customer success and renewal operations. Your insights will fuel continuous improvement, pushing the boundaries of what we can achieve.

Requirements

English Advanced

Bachelor's degree in a technical or business field (preferred)

Demonstrable experience in supporting highly technical products, showcasing your ability to grasp and convey complex solutions.

At least 8 years of progressive, customer-facing experience is essential, including a minimum of 3 years in a leadership or managerial role. This experience should highlight your capacity to lead teams, drive customer success, and contribute to business growth.

A solid track record in enhancing customer satisfaction, retention, and revenue growth, particularly within a SaaS or subscription-based model, is crucial.

Strong analytical abilities with a knack for extracting actionable insights from data to steer strategic decisions and refine customer engagement practices.

Outstanding communication and interpersonal skills are non-negotiable, enabling you to forge and nurture relationships across all organizational levels and with key external parties.

Proven leadership skills, with the ability to rally cross-functional teams around shared goals, promoting a culture of collaboration, accountability, and high performance.

Hands-on experience with Salesforce or equivalent CRM systems, complemented by adeptness in utilizing data analysis tools and methodologies to drive insights.

You're a strategic thinker with a laser focus on outcomes, imbued with strong business sense and a relentless drive to deliver superior customer experiences.

Thrive in a fast-evolving business landscape, demonstrating a commitment to continual improvement, embracing change, and fostering innovation.

Familiarity with DevOps practices, IT monitoring tools, and infrastructure technologies is a plus.

Experience managing customer success and renewal teams in a global or multi-region environment is a plus.

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