Director of Customer Success EMEA
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Description
The Director of Customer Success works with Varonis customers to drive value and ensure the delivery of business outcomes, secure renewals, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen.
In this role, you will lead a team of first-line managers and Customer Success Managers (CSMs) supporting our customers in EMEA. You will continue to develop and execute strategies and tactics to enable customers to achieve the business outcomes they planned to receive from Varonis products. You will work closely with your managers to ensure that they develop their teams, manage day to day workloads and create strategies to optimize the productivity of the team while delivering value to our customers. You will also collaborate with leaders within the Services organization, and in Sales, Engineering and Product teams to ensure our customer's success. You will be responsible for achieving the team's objectives, reporting progress to internal and external stakeholders, managing high-profile escalations and relationship with key stakeholders in your customer base.
Responsibilities
• Develop and evangelize a vision for the Customer Success mission in EMEA on an operational and strategic level
• Recruit, hire, train, manage and coach CSMs and CS Managers
• Develop relationships with regional Sales leadership; ensure awareness of CS activities and drive collaboration between Sales and CS to ensure retention and growth
• Perform ongoing analysis of customer lifecycle and take the necessary measures to increase engagement and consequent impact throughout
• Develop relationships with key stakeholders in the regional customer base and support CSMs managing complex accounts
Experience
• 10+ years of customer facing experience in services roles, at least 5 years as a manager
• Prior experience in customer success and retention roles, experience in a CSM role is a plus
• Experience managing large teams, including 1st line managers
• Experience in multiple European markets including France and the UK is a must
• Willingness to travel in Europe
• Strong operational background with proven ability to define and leverage business metrics to manage team goals. Proven track record of delivering results above expectations
• Creative leader with the ability to develop, articulate and execute a vision that is aligned with both company and team strategies and to inspire, motivate and manage diverse teams
• Excellent executive level communication and presentation skills
• Prior experience in a software delivery is a must, experience in the security space is a plus
• English is a must, French and German is a plus