Director of Customer Success - EMEA

We are looking for a customer success leader to join our team on our mission. Our Director of Customer Success - EMEA will lead our most strategic regional team and drive customer value and growth. Our products are rock solid and deliver on their promise, so you’ll be focused on working with customers to drive adoption and value through strategic expansion of footprint and additional Fairmarkit products. You and your team will spend almost no time chasing Support escalations or endless lists of product enhancement requests that are needed to unlock value. 

You’ll be working with some of the largest global companies based in Europe, helping them to adopt and embed our AI-based into their everyday processes. The role requires that you can help champions within large enterprises to drive initiatives and effect change across functions, leveraging Fairmarkit’s experience and best practices as well as widely accepted change management frameworks such as ADKAR. Given the size and strategic value of our customers, the expectation is that you, as the leader, will be engaging shoulder-to-shoulder on client engagements with your team members.

Key Responsibilities:

• Leadership and Team Development: Build, lead, and mentor a high-performing Customer Success team of Customer Success Managers/Directors (CSMs) who continuously drive our customers forward in their journey with Fairmarkit.
• Customer Onboarding and Engagement: Participate alongside our Professional Services team during the onboarding process to ensure EMEA customers are effectively integrated and fully utilizing our product. Develop and implement strategies to increase customer engagement and product adoption.
• Retention and Satisfaction: Monitor customer health metrics and proactively develop strategies to improve customer retention and satisfaction. Address any customer issues or concerns with urgency.
• Revenue Growth: Identify upsell and cross-sell opportunities in collaboration with Sales and Marketing teams. Drive initiatives that contribute to revenue growth through customer renewals and expansions.
• Customer Advocacy: Act as the voice of the customer within the company. Gather and share customer feedback with Product and Engineering teams to influence the product roadmap and enhancements.
• Process Optimization: Work with the global CS team to continuously refine and improve customer success processes, tools, and resources to enhance efficiency and effectiveness.
• Metrics and Reporting: Establish and track key performance indicators (KPIs) for the Customer Success team. Manage the team according to the operational data.

Qualifications:

• Experience: Minimum of 8 years of experience in customer success, account management, or a related field, with at least 4 years in a leadership role within a SaaS company.

For this role we are looking for a candidate based in The UK or Ireland.  #LI-Remote ##LI-YM1