Director, Customer Success Manager

🔥 3 minutes ago

🇵🇱 Poland – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sphera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1989

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Sphera is a leading provider of enterprise sustainability management software, data, and consulting services. It offers solutions that enable organizations in sectors like Chemicals, Oil & Gas, Industrials, and Financial Services to manage their sustainability goals effectively. Sphera's offerings include the SpheraCloud platform, which focuses on Environment, Health, Safety & Sustainability (EHS&S) management, operational compliance, and risk management. The company's software and consulting services are designed to help organizations improve their safety, mitigate risks, reduce costs, and build resilience. By providing an integrated 360-degree view of sustainability and performance management, Sphera assists companies in meeting regulatory reporting requirements and achieving their sustainability objectives.

📋 Description

• Lead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers • Directly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development • Establish a high-performing, accountable, and customer-centric culture across EMEA • Set objectives, KPIs, and performance expectations for the Customer Success team • Coach and develop team members, including career development, succession planning, and capability building • Establish and execute the regional Customer Success strategy • Drive customer retention, satisfaction, lifetime value, adoption, renewals, and expansion • Identify and mitigate churn risks and oversee customer health, engagement, adoption, renewal, and expansion metrics • Partner with Sales and Account Management on cross-sell and upsell opportunities • Build strategic and enterprise customer relationships and act as an executive-level escalation point • Oversee executive business reviews and strategic customer engagements • Ensure effective onboarding, success plans, product adoption, and value realization • Use CRM and Customer Success platforms to support data-informed decision making • Develop forecasting and reporting for the EMEA Customer Success organisation • Partner with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience • Recruit, onboard, and retain Customer Success talent across EMEA • Develop career paths, conduct performance reviews, and implement training and development programmes

🎯 Requirements

• 8–12+ years of experience in Customer Success, Account Management, or a related customer-facing function, preferably within B2B SaaS • Significant experience leading and developing Customer Success teams, including managers and senior individual contributors • Proven experience managing complex enterprise and strategic customer relationships • Demonstrated track record of improving customer retention, adoption, satisfaction, and expansion • Strong commercial understanding with experience partnering with Sales on renewals, cross-sell, and upsell opportunities • Experience operating within a complex, global SaaS organisation and working effectively across multiple functions and geographies • Strong understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realisation • Experience using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar • Exceptional leadership, coaching, communication, and stakeholder management skills • Strong analytical and problem-solving abilities, with the ability to translate customer and business data into actionable strategies • Ability to operate strategically while maintaining a strong understanding of day-to-day customer and team needs • Bachelor’s degree or equivalent professional experience

🏖️ Benefits

• Equal Opportunity Employer committed to diversity and an inclusive environment • Remote work arrangement