Head of Customer Success for EMEA

4 weeks ago

London, Greater London, United Kingdom Varonis Full time
Position Overview

The Head of Customer Success is responsible for collaborating with Varonis clients to maximize value and ensure the achievement of desired business outcomes, while securing renewals, enhancing customer satisfaction, and fostering growth.

This prominent role involves direct interaction with customers and necessitates exceptional relationship management capabilities alongside strong technical expertise.

In this capacity, you will oversee a team of frontline managers and Customer Success Managers (CSMs) dedicated to supporting our clientele across the EMEA region.

Your focus will be on developing and implementing strategies and initiatives that empower customers to realize the business benefits they anticipated from Varonis solutions.

Additionally, you will work closely with your management team to ensure effective team development, oversee daily operations, and devise strategies aimed at optimizing team productivity while delivering significant value to our customers.

Collaboration with leaders from the Services division, as well as Sales, Engineering, and Product teams, will be crucial to ensuring our customers' success.

Key Responsibilities

  • Articulate and promote a vision for the Customer Success mission in EMEA, both operationally and strategically.
  • Recruit, onboard, mentor, and manage CSMs and Customer Success Managers.
  • Establish relationships with regional Sales leadership to ensure awareness of Customer Success initiatives and foster collaboration between Sales and Customer Success to drive retention and growth.
  • Conduct ongoing assessments of the customer lifecycle and implement necessary actions to enhance engagement and overall impact.
  • Build relationships with key stakeholders within the regional customer base and assist CSMs in managing complex accounts.

Qualifications

  • Over 10 years of experience in customer-facing roles within service sectors, with a minimum of 5 years in a managerial capacity.
  • Prior experience in customer success and retention roles; experience in a CSM position is advantageous.
  • Proven experience in managing large teams, including first-line managers.
  • Familiarity with multiple European markets, particularly France and the UK, is essential.
  • Willingness to travel across Europe.
  • Strong operational background with a demonstrated ability to define and utilize business metrics to guide team objectives.

Demonstrated history of exceeding performance expectations, coupled with a creative leadership style that enables the development, articulation, and execution of a vision aligned with both organizational and team strategies. Exceptional communication and presentation skills at the executive level are required. Experience in software delivery is essential, with a background in the security sector being a plus. Proficiency in English is mandatory, while knowledge of French and German is advantageous.

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