What your team does:Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience.
We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers businesses.Who you are:You are an empathetic leader with a passion for driving alignment.
Reporting directly to the Global Vice President of Customer Success at Clio, you will lead our international customer success efforts, overseeing multiple customer success functions including onboarding, support account management and data migration.
You thrive in collaboration - as a key member of the EMEA leadership team youll work with our Sales, Product, Marketing and Engineering leaders to drive our Go To Market strategy in new and existing regions.
Youll also collaborate closely with our customer success team in North America.
Youll develop the growing EMEA Customer Success team, and have a meaningful impact on company culture in Ireland.What youll work on:Partner with Clios EMEA General Manager and the rest of the EMEA Leadership team to plan and execute on a Go To Market strategyPlay a key role in the development of a multi- product success strategy for Clio in EMEAActively coach and become a trusted advisor, providing continuous skill development opportunities to both individual contributors as well as other leadersBuild trust with stakeholders using curiosity and empathyExemplify Clio values, partnering with stakeholders across EMEA to create and foster a values-driven culture for all ClionsScale systems, processes and workflows to ensure all activities in the CS EMEA org are streamlined, efficient and lead to high productivity outputsBuild 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 escalationsResponsible for escalations and managing relationships with key customersParticipate in organizational operating rhythms like strategic planning, talent planning, forecasting, and budgeting.Coordinate and lead the team OKR ProcessCollaborate closely with the North American Customer Success team to support EMEA activitiesPlay a key role in setting the strategic direction for Customer Success in EMEAWhat you may have:Youre an empathetic leader with at least 4+ years of people management experience and youre skilled at hiring, managing, and upleveling talent.
Have at least 3+ years of experience leading a customer success function within the SaaS industry .
Experience with driving processes such as increasing net retention and minimizing the churnStrong analytical skills with an ability to analyze and manipulate data.
Experience using BI tools such as Looker or TableauStrong verbal and written skills with a strong ability to articulate and communicate strategies and plansDemonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR managementExperience using SalesforceFamiliarity with ChurnZero or GainSight would be beneficial What you will find here:Compensation is one of the main components of Clios Total Rewards Program.
We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.Some highlights of our Total Rewards program include: Competitive, equitable salary with top-tier health benefits and dental coverageHybrid work environment, with expectation for local Clions (Dublin) to be in office min.
once per week on our Anchor DayFlexible time off policyPension contribution Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years?The full salary range* for this role is 125,900 to 157,400 to 188,900 EUR.
In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.
*We aim to hire all candidates between the minimum and the midpoint of the full salary range.
We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio.
The final offer amount for this role will be dependent on individual experience and skillset of the candidate.
Please note there are a separate set of salary bands for other regions based on local currency.