Manager, Customer Success EMEA

Sales Dublin, Ireland


Description

Glassdoor believes in putting the customer at the center of everything we do. To realize Glassdoor’s vision of helping people everywhere find a job they love, we must help our customers tell their stories in a way that is authentic and compelling. To do so, we must understand our customer, make their journey simple, and provide essential value for them from implementation to renewal.

We are seeking a leader to help build and manage our customer success function in EMEA.  This could be a great fit for you if:

  • You are passionate about Customer Success and wish to play an important role in shaping the approach to customer success with a new team in a high-growth environment
  • You have excellent problem solving chops and a mind for process.  You will have experience building scalable processes, defining KPIs and leading teams through change programs
  • You are agile and entrepreneurial.  You enjoy fast-moving environments where there is a need to experiment, learn quickly and adapt.
  • You are an excellent listener and communicator, in person, on the phone or in writing
  • You have a track record of partnering well with other teams and leaders.  You find it easy to connect with others and can quickly build trust and rapport.  
  • You are a natural mentor and love to coach.  You invest in your team members and take great pride in coaching and developing individuals and seeing them grow professionally.

As Manager, Customer Success EMEA you will:

  • Lead and develop a team of 5+ CSMs across Enterprise and SMB segments
  • Work closely with the VP of Customer Success to define and implement the approach to Customer Success in EMEA
  • Develop and operationalize processes, tooling, KPIs and reporting to enable high-quality execution of the EMEA Customer Success team
  • Attract and retain high quality talent to the Customer Success Team.  Lead, develop and motivate the team in ways which inspire exceptional staff engagement
  • Utilize feedback, coaching, training materials and playbooks to improve the skills and capabilities of CSMs in your team and deliver outstanding customer experiences
  • Using analyses to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction
  • Build strong relationships with key counterparts in other teams, including Sales, Sales Operations, Enablement and others
  • Ensure that our EMEA team is focused on delivering memorable customer experiences that drive retention and outstanding Net Promoter outcomes

Qualifications:

  • 7+ years of progressive Customer Success or Account Management experience including 3+ years in a Management role overseeing a Customer Success Team
  • Prior experience in developing and scaling customer success operations in the European market essential
  • Strong knowledge of Salesforce required, familiarity with Gainsight or other Customer Success software highly beneficial
  • Prior experience in the recruiting industry highly beneficial
  • Experience working with performance-based media (PPC) preferred

Why Glassdoor?

  • Work with a purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member, all employees receive 3 paid volunteer days per year
  • Paid Healthcare<span
  • Income payment protection up to 6 months
  • EAP (Employee Assistance program)
  • Life Assurance x4 times basic pay
  • Mobile Phone expense payment
  • Paid holidays and flexible paid time off
  • Pension / PRSA employee scheme
  • Share Option Scheme
  • Great central location close to public transportation
  • Your choice between Mac or PC