Leader, Customer Success (Portugal) Lisbon, Portugal Lisbon
EUR 30,000 - 40,000
The name ThousandEyes was born from two big ideas: the power to see what's not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a 'Google maps of the Internet', providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world's largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco's Network Services Business Group, and is a foundational component of Cisco's growing Observability business.
What You'll Do As the Scale Customer Success Leader for EMEA, you will be tasked with building an outstanding team responsible for driving adoption and long-term value realization for ThousandEyes EMEA based customers. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales, Partners, Cisco Account Managers etc.) to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a ThousandEyes customer. You will lead a key portion of our global business revenue with a focus on overall adoption, value realization, success planning, & renewals.
Key Responsibilities Lead and directly manage a team of Customer Success Managers (CSMs), including recruiting/hiring, development, and performance management.
Own success metrics for EMEA specifically GRR and NRR and associated leading indicators of success.
Be a key member of the CS leadership team & the voice for Customer Success Management at ThousandEyes.
Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services.
Ensure timely and accurate forecasting for the team.
Partner with the EMEA sales team to drive retention and expansion within your market.
Master ThousandEyes value proposition and use cases to become a trusted advisor to our customers.
Act as executive sponsor for high-value client renewals and negotiations.
Provide relevant executive updates and escalation on technical sales opportunities.
Proven success working within a highly matrixed organization and establishing positive relationships across all functions (Product, Professional Services, Marketing, Operations etc).
Oversee the process of conflict resolution with clients and internal/external stakeholders.
Help develop campaigns and playbooks to continue 1:Many strategy across the region (digitally led customer success).
Desired Qualifications: Strong leadership skills, building effective teams, creating and communicating a compelling vision for the organization, mentoring sales representatives, and achieving significant results.
Proven experience in Account Management, Customer Success, Sales, or related field.
A deep understanding of the customer journey and what success means in Enterprise SaaS.
A customer-focused mentality and passion for our customers' success with the ability to balance the needs of the customer with those of the business.
A consistent track record of operational excellence (KPIs, process improvement, etc.).
Experience recruiting, grooming and leading teams in a fast-paced environment, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution.
Data-driven with strong analytic background.
Proficiency with CRM tools (Salesforce, Catalyst, Gainsight etc.).
Experience creating and delivering presentations.
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