Job Description
Job Description:
Lead the Customer Success team in Ireland on a 9-month fixed term contract basis. Occasional travel to the UK and North America for meetings and events.
About the Role:
As a Director of Customer Success, you will lead our international customer success efforts, overseeing multiple customer success functions including onboarding, support account management, and data migration.
Responsibilities:
Partner with Clio's EMEA General Manager and the rest of the EMEA Leadership team to plan and execute on a Go To Market strategy
Develop a multi-product success strategy for Clio in EMEA
Actively coach and become a trusted advisor, providing continuous skill development opportunities to both individual contributors as well as other leaders
Build trust with stakeholders using curiosity and empathy
Exemplify Clio values, partnering with stakeholders across EMEA to create and foster a values-driven culture for all Clions
Scale systems, processes, and workflows to ensure all activities in the CS EMEA org are streamlined, efficient, and lead to high productivity outputs
Build and maintain strong relationships with key accounts, acting as a trusted advisor to our customers. Understand their unique needs, proactively identify growth opportunities, and address any concerns or escalations
Participate in organizational operating rhythms like strategic planning, talent planning, forecasting, and budgeting
Collaborate closely with the North American Customer Success team to support EMEA activities
Play a key role in setting the strategic direction for Customer Success in EMEA
Requirements:
4+ years of people management experience and skilled at hiring, managing, and upleveling talent
3+ years of experience leading a customer success function within the SaaS industry
Strong analytical skills with an ability to analyze and manipulate data. Experience using BI tools such as Looker or Tableau
Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
Experience using Salesforce
Familiarity with Churn Zero or Gain Sight would be beneficial
What We Offer:
Competitive, equitable salary with top-tier health benefits and dental coverage
Hybrid work environment, with expectation for local Clions (Dublin) to be in office min. once per week on our Anchor Day
Flexible time off policy
Pension contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Salary range: €125,900 to €157,400 to €188,900 EUR
Eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis
Diversity, Inclusion, Belonging, and Equity (DIBE) & Accessibility:
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity, and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from.