Director, Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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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 across the wider team • Establish and maintain a high-performing, accountable, and customer-centric culture across the EMEA organisation • Set objectives, KPIs, and performance expectations for the Customer Success team • Coach and develop team members, including career development, succession planning, and capability building • Ensure consistent Customer Success processes, methodologies, and best practices across EMEA • Develop and execute the regional Customer Success strategy • Drive customer retention, satisfaction, lifetime value, adoption, renewals, and expansion • Identify and mitigate churn risks and partner with Sales on cross-sell and upsell opportunities • Build relationships with strategic and enterprise customers and act as an executive-level escalation point • Oversee executive business reviews and strategic customer engagements • Ensure customers realise measurable business value from Sphera’s SaaS solutions • Monitor customer health, engagement, adoption, renewal, churn, retention, and expansion metrics • 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 • Recruit, onboard, retain, and develop Customer Success talent across EMEA • Provide regular updates and insights to senior leadership on customer portfolio health and team performance

🎯 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 • Inclusive work environment • Customer Success leadership, coaching, and professional development opportunities • Career development, succession planning, and capability-building opportunities • Training and development programmes