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Customer Success Manager
il y a 1 mois
Cloudbees is seeking a seasoned Customer Success Manager to lead our EMEA/APAC teams. As a key member of our Customer Success organization, you will be responsible for driving customer growth, retention, and expansion.
Key Responsibilities- Recruit, retain, and supervise a team of Customer Success representatives to ensure timely execution of tasks and achievement of key metrics.
- Develop and maintain a distribution of accounts versus resources to optimize revenue retention.
- Lead, mentor, and develop a high-performing Customer Success team across EMEA/APAC.
- Foster a collaborative and customer-centric culture within the team.
- Build and maintain strong relationships with key stakeholders and decision-makers within customer organizations.
- Oversee the onboarding and implementation process to ensure smooth transitions and successful adoption of Cloudbees solutions.
- Proactively engage with customers to understand their needs, address any issues, and identify opportunities for expansion.
- Develop and execute strategies to drive customer retention and growth in the EMEA/APAC regions.
- Work closely with sales, product, and support teams to ensure a cohesive approach to customer success.
- Analyze customer data and feedback to inform strategic decisions and enhance the overall customer experience.
- Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is incorporated into product and service improvements.
- Share best practices and insights with the broader Customer Success team and contribute to the development of scalable processes and tools.
- Monitor and report on key customer success metrics, including satisfaction, retention, and expansion rates.
- Experience leading a Customer Success team delivering successful customer outcomes, resulting in customer growth.
- Strong business acumen to help the team execute business-level analysis with customers.
- Presentation skills to represent the team internally and externally with senior-level business and technical audiences.
- Project management skills to manage execution within the team and ensure timely delivery of results.
- Awareness and understanding of the software development lifecycle sufficient to engage with business and technical customer audiences with credibility.
- Strong management skills, including communication practices, coaching, metrics management, operating discipline, and execution against metrics and goals.
- Proven experience in a customer success management role.
- Deep understanding of the EMEA/APAC regions, including market dynamics and cultural nuances.
- Strong track record of building and leading successful customer success teams.
- Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
- Analytical mindset with the ability to interpret data and drive actionable insights.
- Experience with CI/CD or software development tools is a plus.
- Fluent in English; additional languages relevant to EMEA/APAC regions are advantageous.
- Bachelor's degree in Business, Management, or a related field. Advanced degree or relevant certifications are a plus.
At Cloudbees, we believe that the more diverse we are, the better we serve our customers. We offer a competitive compensation package, including a generous paid time off policy, to allow our employees time to rest, recharge, and be present with family and friends throughout the year.
