Head of Customer Success Emea

3 weeks ago

London, United Kingdom BlueOptima Full time

**BlueOptima**’s vision is to become the global reference for the optimisation of the performance of Software Engineers across all industries. We provide **industry-leading objective metrics** in software development. We enable large organisations to deliver better software, faster and at lower cost, with technology that pushes the limits of what has been done before.

BlueOptima is a company built on transparency, collaboration and accountability. We provide organisations with an objective, data driven insight into developer efficiency and how we operate internally is a direct reflection of this. We promote an open minded environment and encourage our employees to create their own success story in this high performance environment.

We currently are a company of 5 office locations, with headquarters in London and additional offices in India, Mexico and the US. A total number of 140+ employees from 24 different nationalities.

**Job summary**:
As the Head of Customer Success EMEA, you will report directly to the CEO and work closely with other key stakeholders to develop and execute a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes with our products and services. You will be responsible for leading and growing the customer success team across the EMEA region and also work closely with our sales, marketing, and product teams to identify opportunities to improve customer satisfaction and retention, and to identify new revenue streams that are aligned with our customers' needs.

**Your team**:
Your initial focus will be to develop and execute customer success strategy in the region to then gradually take up management of 4 existing Customer Success Managers and further grow the team in the future. You will work alongside the Customer Success Team based in the US.

**Responsibilities and tasks**:

- Develop and execute a customer success strategy that puts our customers' needs and goals at the centre of everything we do
- Manage a high-performing customer success team of 4 that is passionate about delivering exceptional customer experiences
- Develop and maintain strong relationships with our customers and stakeholders, and ensure their return on investment with our products and services
- Develop and implement processes to measure and improve customer satisfaction and retention, and use customer feedback to drive continuous improvement across the organisation
- Work closely with the sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams that are aligned with our customers' needs and goals
- Develop and implement customer success metrics and reporting that provide visibility into the health of our customer base and help us identify opportunities to improve our customer experience
- Collaborate with other teams to ensure seamless customer onboarding and ongoing support, and to drive customer success across the entire customer journey

**What You Need to Succeed at BlueOptima**:

- 7+ years of experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experiences
- Deep understanding of SaaS business models and customer success best practices, and a passion for staying up-to-date with the latest trends in the industry
- Experience working with enterprise-level customers, and a proven ability to build and maintain strong relationships with key stakeholders
- Excellent communication and interpersonal skills, with a customer-first mindset and a passion for building strong customer relationships at the executive level of Fortune500 companies
- Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement
- Ability to work in a fast-paced, dynamic environment, and to prioritise and manage multiple projects and initiatives simultaneously

**Good to have**:

- Experience in software development or related technical fields to become a trusted advisor to our client’s senior management
- Successfully planned and delivered cross-selling and expansion strategies

**Additional Information**:

- **Why join our team? **_**Culture and Growth**:

- Global team with a creative, innovative and welcoming mindset.
- Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success.
- Freedom to create your own success story in a high performance environment.
- Training programs and Personal Development Plans for each employee.

**Benefits**:

- 32 days of holidays - this includes public and religious holidays
- Modern office at Elephant and Castle
- Cycle-to-work scheme
- Work From Home assistance and equipment budget
- Flexible Work from Home policy - 2 days home p/w
- Flexible Work from Long Distance - 4 weeks a year
- 12 Weeks Paid Maternity and Paternity Leave
- Free drinks and snacks i

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