Customer Success Lead (EMEA)

Madrid
Sales

iDeals is a fast-growing product company recognized as the most highly rated and customer-centric in a secure business collaboration market. With more than 1,000,000 users from 175,000 companies all over the world (mainly in the US and Europe), we are on a mission to build the most robust Virtual Data Room (VDR) solution that ensures secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

Delivering the best possible customer experience is key for iDeals. The Customer Success team is crucial in driving a high level of customer satisfaction. We are a fast-growing organization that doubled last year in size.

Currently, we are looking for a seasoned professional to lead the team of Customer Success Managers in the EMEA region driving the goal to increase the revenue and loyalty with our existing customers. This role reports directly to the VP of Customer Success and assumes the responsibility of leading, managing, and inspiring a world-class Customer Success team, driving Customer Success outcomes in the region, and being a role model for the team.

Our ideal candidate demonstrates a passion for customers, is focused on high customer satisfaction, enjoys driving people to perform at their best through coaching and teaching, understands the CSM processes, and drives productive communication. 

This role is a unique opportunity to build an exceptional track record in a multinational hyper-growth SaaS environment and to influence the customer journey. We believe a strong CSM Manager is critical to reaching the next level of success.

WHAT YOU WILL BE DOING:

  • Managing and leading a remote team of CSMs: conducting 1:1, setting weekly and ad hoc tasks, prioritizing objectives, conducting team meetings, and driving individual performance appraisals
  • Optimize revenue and minimize churn for the install base for the region
  • Hire and train the right talent into the team
  • Foster collaboration within the Customer Success Managers team and across the customer lifecycle
  • Ensure that CSMs follow established processes in order to increase value for clients at each point of the journey
  • Handle complex customer issues and escalation requests
  • Manage onboarding, training, dedicated project teamwork, renewals, advocacy, up-sell / cross-sell, and customer success management in the region
  • Align with the VP of Customer Success on key metrics and objectives
  • Align with regional Sales around effective handover, pre-sales assistance, advocacy needs, current trends, and selling with a retention focus
  • Align with other teams, such as BDM, Billing, Accounts Receivables, CS operations, and sales QA teams around team process compliance and mutual projects
  • Monitor individual SLAs, team KPIs, and OKRs completion. Organize regular reviews by the team and ensure good operational results
  • Manage processes, playbooks, and tools for proactive customer management, churn mitigation, and customer growth, advise on process changes to advance CS outcome
  • Track and suggest improvements in tracking mechanisms for performance and operational metrics
  • Consistently assess and bridge result gaps, including cross-functional projects and frameworks
  • Expand our revenue in accounts (renewal / cross-sell / upsell)
  • Assure high-quality communication with clients at each point of interaction
  • Ensure actions taken to improve NPS in the region
  • Reduce churn of recurring customers in the region
  • Expand our revenue in accounts through cross-selling and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health and sentiment scores
  • Drive new business growth in the region through greater advocacy and reference-ability
  • WHAT YOU SHOULD HAVE:

  • At least 5 years of experience in Customer Success or Sales in a SaaS company
  • 2 years of people management experience 
  • Fluency in English; knowledge of additional languages is an asset
  • Strong relationships building skills with people of diverse backgrounds and desire to keep building relationships
  • Experience working with customers in more than one country
  • Experience hiring, motivating, coaching, and developing teams
  • Profound leadership skills with a passion for talent growth and building high-performing collaborative teams
  • Excellent verbal and written communications skills
  • Self-motivated, with high energy and an engaging level of enthusiasm
  • Driven to deliver the best customer experience
  • WHAT WE OFFER:

  • Top-market compensation
  • The environment with hyper-growth potential and opportunities for your career development
  • Unlimited budget for your professional learning and development activities
  • Budget for home office setup
  • High-end laptop and monitor – based on your working needs
  • Budget for additional IT equipment
  • Reimbursement of co-working space expenses
  • Medical insurance with flexible coverage
  • Paid time off in accordance with the local labor legislation
  • Paid health-related time off
  • Extra well-being benefits: compensation for sports, yoga, mental, and other health and wellness-related activities
  • Full transparency and alignment between your and company’s goals
  • Thoughtful, qualified, diverse, and motivated team members
  • Strong company culture and values that are genuinely supported by the team
  • Corporate events, holiday celebrations, team building activities
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    COMPANY CULTURE:

    We are driven by the mission of creating exceptional experiences for employees and customers alike. Our unwavering values of commitment and excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further.

    Our diversity and different perspectives are the foundation of our success. Our two values collaboration and trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems. 

    Last but not least, care value drives us to create a positive work environment and make everyone feel valued. We also stand for iDealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

    iDealers work in a remote-first model, meaning we collaborate remotely from anywhere – either home, cafe, co-working space, or one of our offices. And although we are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels surrounded by teammates and engaged with our common goals.

    iDeals is an equal-opportunity employer.

    iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.