Head of CSM

  • Full time
  • Prague
  • Posted 2 weeks ago

Job Description

Is the customer also at your center?

As the Head of CSM, you’ll be leading a team of customer success managers across Europe (15 and fast growing), implementing and shaping best practices across the team. The Customer Success Manager team is a strategic and supportive partner for our customers and sales at every stage of the customer process. They’re focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, ensuring the renewals and working with the sales team with upsells and cross sell.

This is a role that will require frequent multi-tasking between management, technical, business, strategic, marketing, and planning activities . You will be expected to drive results that tie back to strategic business goals for your team’s goals, our customers base goals as well as PriceHubble.

Responsibilities

  • Lead a successful and motivated Customer Success Team : Manage the customer success team, creating a strong team culture, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner
  • Drive Customer Success Outcomes : Optimize, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimizing for customer happiness
  • Inspire Customer Success Across Company : Work closely with the sales management team and other stakeholder in order to support growth
  • Manage Customer Success Activities : Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication
  • Enhance effectiveness and efficiency through technology : Ensure a smooth success platform and resources/playbooks are continuously improved
  • Define and optimize customer lifecycle and measure effectiveness of customer success : Define (and continuously refine) customer success best practices and processes
  • Help boosting product improvements by delivering concerted customer feedback/needs per country and priority issues for the roadmap
  • Requirements

  • Experience in an international B2B environment, SaaS, preferably in a startup environment
  • 5+ years experience in leading customer-facing B2B organizations
  • Top notch knowledge regarding SaaS CSM best practices
  • Experience in supervising the implementation of such best practices , relying on the best in class tools and technologies
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Fluent in English , French and or German a big plus
  • Team player with a can-do attitude
  • Excellent organizational skills
  • Benefits

    Join an ambitious and hungry team and enjoy the following benefits:

    Competitive salary because we always want to attract the best talents.

    Learning & Development program – We want you to feel happy, confident about improving your skills, experience level as well as your personal development success.

    Very well-located offices with a great remote work policy and the possibility to work from different places.

    Flexible working hours and work life balance

    To apply for this job please visit cz.talent.com.