Customer Success Manager

• Reporting directly to the Chief Customer Officer, the Americas Customer Success Leader will play a pivotal role in driving the Customer Experience and Customer Outcomes across the region.
• This leadership position is responsible for overseeing the financial metrics and managing both the regional Professional Services team and the Customer Success Management team.
• The Americas Customer Success Leader will be instrumental in elevating the customer experience, achieving business objectives, and fostering a culture of excellence and innovation within the region.
• Customer Relationship Management: Ensure high customer satisfaction through quality services and act as the primary contact for regional customers.
• Manage regional customer relationships and escalations.
• Strategic Alignment: Collaborate with Global Customer Success leaders to deliver customer outcomes.
• Partner with sales, customer success, and marketing teams for cohesive strategy execution.
• Business Objectives: Own customer retention and ARR for the region.
• Identify upsell opportunities and drive continuous improvement.
• Leadership and Execution: Provide strategic leadership for high-quality customer outcomes.
• Scale execution within the region for speed and market competitiveness.
• Cross-Functional Collaboration: Work with Sales Leaders, Commercial Solutions Leaders, and Global teams for unified strategy.
• Leverage internal relationships to enhance business performance.
• Team Culture and Compliance: Inspire a ‘one team’ culture and ensure compliance with EHS policies.
• Drive customer satisfaction, manage escalations, and promote a safe working environment.
• Organizational Evolution: Lead the evolution of the Regional Customer Success organization and team capabilities.
• Strengthen the partnership between Sales and Customer Success.
• Operational Metrics: Own metrics like billable utilization and cost to serve.

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