Customer Success Leader, Southern
Leads an enterprise customer success organization across Southern Europe and DACH, owning scalable adoption, retention, expansion, and customer advocacy strategies. Requires leadership experience in enterprise SaaS, strategic account management, talent development, and cross-functional influence.
About the job
Responsibilities
- Lead a high-performing enterprise customer success team, fostering accountability, execution, growth, and continuous improvement.
- Develop scalable customer success strategies and playbooks spanning implementation, adoption, value realization, retention, and expansion.
- Coach, mentor, hire, and develop talent so team members become strategic customer partners.
- Deepen relationships with key stakeholders through strategic advising, customer advocacy, organic growth, and referrals.
- Own retention processes, including early-warning systems, churn-risk mitigation, and multi-threading across customer accounts.
- Collaborate with GTM, Product, and Engineering leaders to represent the voice of the customer and promote customer-centricity.
- Build a feedback loop that converts customer insights into product enhancements and service improvements.
- Drive strategic initiatives and KPI reporting while navigating complex customer situations.
Requirements
- Proven experience leading high-performing customer success teams in late-stage or post-IPO enterprise SaaS organizations.
- Experience supporting strategic, large-enterprise, enterprise, top-tier, or lighthouse accounts, including customers with multimillion-dollar spend.
- Expertise designing and executing customer success strategies that increase adoption, reduce churn, and drive expansion.
- Demonstrated success hiring, coaching, and developing talent with an empathetic leadership style.
- Strong outcome orientation and ability to own strategic initiatives and KPI reporting.
- Excellent communication and influencing skills across internal and external organizational levels.
- Ability to adapt quickly in a rapidly scaling, dynamic environment.
- Passion for technology and innovation, with a creative approach to complex challenges.
Skills
Customer Success, Enterprise Saas, Customer Retention, Churn Mitigation, Customer Expansion, Customer Advocacy, Kpi Reporting, Stakeholder Management, Talent Development, Voice Of Customer
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