Vp, Customer Success

**Your Role**:

- As a VP, CSM for EMEA, you will be a key contributor to the success of Odaseva.

**Your responsibilities will include**:

- ** Lead and Inspire**:Build, develop, and lead a high-performing North American CSM team, fostering a culture of customer-centricity, collaboration, and continuous improvement.
- ** Strategic Alignment**: Partner with the SVP CSG and other executive leaders to define and execute the overall customer success strategy for North America, ensuring alignment with company goals and objectives.
- ** Customer Advocacy**: Serve as the executive sponsor for top-tier customers, building and maintaining strong C-level relationships to drive strategic partnerships and maximize customer lifetime value.
- ** Revenue Growth**: Trigger revenue expansion through proactive renewals, upsells, and cross-sells within the existing customer base, collaborating closely with Sales and Account Management teams.
- ** Operational Excellence**:Establish and manage key performance indicators (KPIs) for the CSM team, including adoption, customer satisfaction, retention, expansion, and advocacy metrics.
- ** Thought Leadership**: Serve as a trusted technical advisor to both customers and internal teams, providing expert guidance on Odaseva platform adoption, data governance, and security best practices.
- ** Customer Onboarding**: Oversee and optimize the onboarding process for key customers, ensuring a seamless transition and rapid time-to-value.
- ** Adoption & Advocacy**:Develop and implement programs to accelerate product adoption, increase customer engagement, and drive customer advocacy across the North American customer base.
- ** Escalation Management**:Act as the final point of escalation for critical customer issues, ensuring swift resolution and proactive communication to maintain customer trust and satisfaction.
- ** Voice of the Customer**: Establish a robust feedback loop to capture and analyze customer insights, informing product roadmap, support processes, and overall customer experience improvements.
- ** Knowledge Sharing**:Foster a culture of knowledge sharing and collaboration within the CSM team, providing regular training and development opportunities to enhance technical expertise and customer success skills.
- ** Cross-Functional Collaboration**: Build strong relationships with key stakeholders across the organization, including Product, Engineering, Support, and Marketing, to ensure seamless customer experiences and drive company-wide customer success initiatives.
- ** Content Creation**: Contribute to the development of high-quality content, including knowledge base articles, best practices guides, and thought leadership pieces, to educate and empower customers and internal teams.

**You will bring**:

- 15+ years of experience in customer success, account management, or a related field, with a proven track record of leading high-performing teams in the Salesforce ecosystem.
- Proven experience scaling a CSM team, where you built solid foundations
- Deep understanding of data governance, security, and compliance challenges faced by enterprise customers.
- Exceptional communication and presentation skills, with the ability to build strong relationships with C-level executives and technical stakeholders.
- Strong ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
- Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
- Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
- Project manager mindset (prioritization, multitasking and organization skills)
- Passion for customer success and a commitment to driving customer value and satisfaction.
- Ability to prioritize and perform effectively in a highly dynamic work environment.
- Full professional proficiency in both French and English.