.All Jobs > Director of Customer Success: EMEA Funchal, Madeira, Portugal
- Customer Success Full-time Description Tracer, the leader in brand protection, enhances the customer experience of corporate brands by eliminating brand misuse and fraud across the modern, digital universe. Powered by our patent-pending Tracer technology, we trace, analyze, and remove the illicit use of intellectual property within all digital channels, including mobile apps, social media, websites, paid search, marketplaces, and Web3. Tracer also proactively secures brands by providing domain registration solutions for traditional and blockchain domain name portfolios. Many of the world's largest companies across all sectors rely on Tracer to protect their brand. Visit www.Tracer.Ai for more information.We are seeking a dynamic and experienced Director of Customer Success to lead our EMEA region based in our Madeira, Portugal office, ensuring exceptional service delivery and customer satisfaction. This role involves spearheading strategies to drive customer success initiatives, oversee customer relationships, and uphold the highest standards of service excellence within Tracer. Requirements Strategic LeadershipDevelop and execute a comprehensive customer success strategy aligned with business objectives.Lead and mentor a team of customer success managers (CSMs) and Managers, fostering a culture of excellence and accountability.Collaborate cross-functionally with sales, marketing, and product teams to ensure a unified approach to customer success.Customer Relationship ManagementBuild and nurture strong, long-term relationships with key clients across the EMEA region.Act as a trusted advisor, understanding customer needs, and proactively offering solutions and insights.Work with CSMs to conduct regular business reviews and strategy sessions to drive mutual success and uncover growth opportunities.Service Delivery and Quality AssuranceOversee the delivery of Tracer services, ensuring adherence to quality standards and customer expectations.Monitor performance metrics and KPIs to assess service delivery and continuously improve processes.Implement feedback mechanisms and drive initiatives for service enhancement.Team Development and TrainingPartner with Recruiting and HR to hire, train, and develop a high-performing customer success team.Provide coaching, guidance, and support to team members, fostering professional growth and skill development.Establish training programs to equip the team with industry knowledge and best practices.Advocacy and ExpansionIdentify opportunities for upselling, cross-selling, and expansion within the existing customer base.Act as a customer advocate internally, ensuring that customer feedback and needs are represented in product and service development.QualificationsBachelor's degree in business, management, or a related field (Master's degree preferred)