Head of Customer Experience EMEA

6 days ago


London, Greater London, United Kingdom Cervin Full time
About the Job

Cervin is looking for a Head of Customer Experience EMEA to lead our customer success initiatives. As a key member of our team, you will be responsible for driving customer partnerships and growth through engagement, opportunities identification, and process improvement.

Key Responsibilities:
  • Develop and implement customer success strategies on both operational and strategic levels.
  • Serve as a strategic advisor to customers, helping them improve performance and utilization.
  • Analyze data to drive operational excellence in onboarding, adoption, renewal, up-sell, and churn reduction.
  • Manage and develop a team of customer success managers.
  • Built strong internal relationships and collaborate cross-functionally to drive training actions, services deployment, effective support, and promoting the value of our product to customers.
Requirements:
  • 10+ years of progressive customer/account management experience in a customer-facing organization.
  • At least 5+ years in a leadership/management role in a SaaS company overseeing customer experience/success teams in a B2B environment.
  • Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilization.
  • Demonstrated track record of using data analytics to drive increased value for customers.
What We Offer

We offer a competitive salary of $130,000 per year, commensurate with experience, plus benefits, including health insurance, retirement plan, and paid time off.



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