Head of Customer Success, EMEA

Role Overview:

If you are passionate about driving customer success and shaping the future of our business in the EMEA region, we'd love to hear from you. Join us on our journey to deliver exceptional value to our customers and unlock growth opportunities across the region.

As the Head of Customer Success for the EMEA region, you will be responsible for leading a dynamic team dedicated to achieving successful customer outcomes, fostering adoption, ensuring high retention rates, and driving sustainable growth. Your role will be pivotal in shaping the customer experience journey and maximizing the value our customers derive from our products/services.

Job Responsibilities:

• Leadership and Team Management:

• Lead, mentor, and inspire a team of Customer Success Managers (CSMs) and specialists to deliver outstanding results
• Set clear objectives, provide ongoing coaching, and facilitate professional development opportunities for team members

• Customer Success Strategy: 

• • Develop and execute a comprehensive customer success strategy tailored to the unique needs of the EMEA region
  • Drive alignment between customer success initiatives and overall company objectives
• Customer Outcomes:
  

• Champion a customer-centric approach focused on understanding customer needs, challenges, and desired outcomes
• Collaborate cross-functionally with Professional Services, Customer Support, Product, Education, Customer Experience, and other ABBYY internal stakeholders to ensure customers achieve their desired outcomes through the effective use of our products/services

• Adoption and Retention:

• Implement strategies to drive product adoption and usage among our customer base
• Proactively identify and address factors that may impact customer retention, ensuring high levels of satisfaction and loyalty

• Growth and Expansion:

• Work closely with Sales, Renewals, and Marketing teams to identify opportunities for upselling, cross-selling, and expansion within existing accounts
• Drive initiatives to increase Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) through value-based selling and relationship management

• Team Training and Development:

• Develop and implement training programs to enhance the skills and capabilities of the customer success team
• Foster a culture of continuous learning and improvement, providing resources and support for ongoing professional development

• KPI Measurement and Reporting:

• Establish key performance indicators (KPIs), including NRR, GRR, and verified outcomes, to track the effectiveness of customer success initiatives
• Regularly analyse data and provide actionable insights to drive continuous improvement and optimize customer success strategies

Job Requirements:

• Strong understanding of customer success metrics and KPIs, with a track record of driving positive outcomes.
• Exceptional communication, negotiation, and interpersonal skills.
• Strategic thinker with the ability to develop and execute effective customer success strategies.
• Results-driven mindset with a focus on delivering measurable business impact.
• Self-motivated and able to deliver results.

Good to have requirements:

• Proven experience in a leadership role within Customer Success, preferably in a SaaS or technology-driven environment
• Fluency in multiple languages spoken across the EMEA region is a plus
• Leadership experience in Customer Excellence
• Understanding in Automation, OCR, NLP, Process Mining and Task Mining and related technologies is preferred
• Understanding of ABBYY products is preferred