Regional Customer Success Director, EMEA

Remote
Main Location
San Francisco, CA, United States
Open jobs
powertofly approved What CircleCI Has to Offer:

CircleCI is the world's largest shared continuous integration and continuous delivery (CI/CD) platform, and the central hub where the world's code moves from idea to delivery. CircleCI is hiring at all experience levels, and seeking talented people from a wide variety of backgrounds and experiences who are equally committed to cultivating a work environment of respect and kindness. CircleCI knows it's important to live a balanced life so they take care of their team with some great perks:

  • Insurance coverage for health, dental, vision
  • Flexible hours
  • Pension contributions for non-US employees
  • 401k for US employees
  • Paid holidays & vacation time
  • Maternity/Paternity leave
  • Remote/flex options
  • $500/yr reimbursement for professional development
  • At CircleCI we have helped some of the world’s most innovative companies - from venture-backed companies to tech-forward enterprises - scale their software development practices, and significantly accelerate their pace of business growth. We’re passionate about helping engineering teams take the shortest path from idea to value creation, and we need your help. 

    We’re looking for an exceptional Regional Customer Success Leader to manage and scale our EMEA customer success team. Reporting to the General Manager EMEA, and working collaboratively with the Global Director of Customer Success in San Francisco, you will build and lead the team to deliver against ambitious goals as CircleCI embarks on its next phase of hyper-growth. 

    You are deeply passionate about your team’s success, as well as the success of our customers, and be eager to help craft account strategies with your team to drive customer awareness, adoption, retention, growth, and advocacy. You will have some technical expertise, love talking to customers, a solid commercial foundation and a talent for helping to develop and execute strategic account plans. You will have had great success supporting your team(s) deliver against their goals, and in and fostering a culture of inclusivity, collaboration, dedication, creativity and growth. You will have a strong orientation to developing team members’ long-term careers, and experience working in a revenue team of a high-growth technology company.

    What you'll do:
    • Develop the long-term customer success vision and strategy for CircleCI in EMEA.
    • Partner closely with both the Global Customer Success Director and General Manager EMEA on goal-setting, revenue attainment, retention, engagement and growth objectives.
    • Manage and grow the customer success team, with accountability for overall team performance.
    • Own the gross and net retention of your team’s book of business, by driving the annual renewals and ensuring our month-to-month customers continue to appreciate the value we deliver and grow their use of the product.
    • Coach Customer Success Managers (the key relationship owners of our existing customers) to help maximise their attainment against key metrics. Collaborate with your team on creating and executing strategic account plans.
    • Play a personal role in forging deep relationships with senior decision-makers at our customers.
    • Understand the technical and business challenges of our customers and help enable your team to partner with our customers on how to best use the CircleCI solution. 
    • Monitor usage to identify and manage renewals, retention risks and downgrades. Grow customer accounts over time and work to ensure customer renewals at scale.
    • Collaborate with the head of the department to define, document, and execute the quarterly OKR process.
    • Partner with your counterparts in Sales and Customer Engineering to develop and execute strategic operational plans to better enable the team to be successful in their roles.
    • Be the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experience.
    • Invest in and enable the team members’ personal career development goals.
    • Represent CircleCI at in industry- and Company-hosted events. 
    What we're looking for:
    • 5+ years B2B SaaS customer success, or account management experience in a customer facing role including managing a team or being a team lead/mentor.
    • Track record of achieving and exceeding renewal, retention, and growth targets.
    • Demonstrated ability to work independently and “own” your team’s book of business.
    • Strong team management skills to mentor, motivate, and grow your team.
    • Expertise in building strong and trusted relationships with senior decision-makers.
    • Strong time management with the ability to balance multiple deliverables while working in a high volume environment.
    • Technical mindset and passion to learn about software development, cloud environments, and interacting with developers.
    • Growth mindset, intellectually curious and ambitious with innovative ideas to inspire customer loyalty and adoption.
    • Experience with tools such as Salesforce, Gainsight, Outreach, and Zendesk. Savvy with navigating multiple systems and data analysis.
    • Excellent written and verbal communication skills.
    Bonus points!
    • Domain exposure or experience in DevOps and software development.
    • Experience with the Challenger methodology.
    • Experience managing a team working remotely or in a satellite office.
    How to apply

    If you’re interested in joining the team at CircleCI, please send a resumé and cover letter describing what inspires you and why you think you are a good fit for the team. If you contribute to an open-source project, write a blog, or have a presence on the web (Twitter, Quora, Linkedin, etc.) we would love to hear about it.

    We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. CircleCI welcomes those who are enthusiastic about learning and evolving, so however you identify and whatever your background, if this looks like a role where you could do work that excites you, we hope you’ll apply.

    About CircleCI

    CircleCI is the world’s largest shared continuous integration and continuous delivery (CI/CD) platform, and the central hub where code moves from idea to delivery. As one of the most-used DevOps tools that processes more than 1 million builds a day, CircleCI has unique access to data on how engineering teams work, and how their code runs. Companies like Spotify, Coinbase, Stitch Fix, and BuzzFeed use us to improve engineering team productivity, release better products, and get to market faster.

    Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, CircleCI is venture-backed by IVP, Sapphire Ventures, Owl Rock, NextEquity Partners, Scale Venture Partners, Threshold Ventures, Baseline Ventures, Top Tier Capital Partners, Industry Ventures, Heavybit, and Harrison Metal Capital. Learn more at https://circleci.com.

    CircleCI is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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    Regional Customer Success Director, EMEA
    CircleCI