Full-Time Regional Customer Success Manager

• Be a leader within the Customer Success team, developing global processes and strategies to be implemented on a regional level.
• This is a player/coach role where you will manage your own book of brand accounts while managing and mentoring the EMEA team of Customer Success Managers.
• Essentially, you will be responsible and accountable for the EMEA region’s customer experience.
• Create strategy for and motivate the team to deliver expected KPIs, ensuring high unit and revenue retention and upsell rate for the region, whilst at the same time exceeding their personal goals for retention.
• Onboard, train and develop trusted advisor relationships with strategic and high-value accounts to continually drive incremental value and return on the customer's investment.
• Handle client escalations for the region and confidently resolve higher-level issues relating to adoption/usage, product, pricing, accounts receivable, integrations and more.
• Strategically expand our revenue in accounts through cross-sell and upsell opportunities, and support the team in their efforts.
• Train and manage individual team member’s performance, ensuring Customer Success team members consistently master and execute CS process and strategy, leveraging all necessary tools/technology (JOOR platform, Salesforce, Jira, etc.).
• Contribute to global team meetings
• Create strong partnerships with Sales and Marketing counterparts to ensure a seamless client experience from prospect to ongoing client.
• Be an advocate for regional client needs by communicating to senior leadership and working cross-functionally with our Product, QA and Data teams to help move projects forward.

• French Speaking (Business-level proficiency)
• Bachelor’s degree (desirable)
• 7+ required years of experience managing accounts or owning a book of business
• 5+ years of relevant work experience in SaaS, B2B or Account Management preferred (Prior Saas experience essential)
• Ideally experience of fashion or creative industries
• Experience managing and coaching a team across multiple regions
• Strong negotiation and sales skills
• Experience collaborating with cross-functional teams

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