Manager, Customer Success Manager UK/I Market

As a Manager of our UK/I Customer Success team, you will be responsible for hiring, training, coaching, and managing a team of new and established  Customer Success Managers in a fast-paced and rapidly changing environment. In this role, you will work closely with Customer Success leadership to help build a team of world-class CSMs, while executing and improving customer retention playbooks. As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer happiness. We are looking for someone that is effective, adaptable, flexible and analytical.

This role is available in office, hybrid working or fully remote in our EMEA locations

 In this role you’ll get to:

• Manage approximately 10-12 members of the EMEA UK/I (Small Business) CSM Team
• Coordinate with recruiting and internal teams to recruit, hire, and train new people
• Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goals
• Maintain a high level of team engagement and motivation
• Display an ability to build confidence and trust in your direct reports
• Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
• Be accountable for the health and retention of 1,500-2,000 EMEA customers
• Proactively identify areas for innovation and improvement within the CSM Team, and drive collaborative developments within our existing playbooks
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Analyze customer and performance data to make informed decisions about operational and procedural changes
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired

We are looking for people who have:

• 2-4  years experience in a people management role. Leadership experience in a Customer Success organization is a distinct advantage
• Fluency in English 
• Experience recruiting, coaching, and developing team members
• Proven leadership ability to motivate, influence, develop and empower employees to achieve their best
• Experience working effectively with all levels of management
• Experience handling customer escalations
• Experience managing a revenue number and maintaining a forecast
• Self-motivated, entrepreneurial in nature, comfortable and experienced in change management
• Proven and consistent track record of executing against retention strategies and delivering target in excess of company expectations
• Excellent leadership, organizational and problem solving/decision making skills
• Ability to manage multiple projects while maintaining strict attention to details
• Ability to adapt quickly to new software and constantly changing business requirements
• Use data to analyze results and make data-driven decisions
• Ability to communicate effectively in small and large groups
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