Urgently Hiring Lead (Customer Success Manager)

As the Lead Customer Success Manager, you will lead a team dedicated to delivering a cutting-edge customer success strategy aimed at maximizing retention, mitigating churn, and driving service adoption. Your leadership will create a thriving culture within your team (1620 members), empowering them to build and sustain strong relationships with Global Enterprise Customers (TCV 1040M Euros) across Europe, the Americas, and APAC. You will expertly handle high-value, complex customer needs, address escalations, and manage bespoke requests around performance, quality, and continuous improvement, ensuring an elevated customer experience.

As a Lead for Customer Success Managers, your role is pivotal in fostering a high-performing team that delivers exceptional client experiences. You will lead, mentor, and inspire a group of Customer Success Managers, empowering them with the skills, strategies, and tools needed to drive customer satisfaction, retention, and growth. By setting clear goals, conducting performance reviews, and providing continuous feedback, you’ll ensure your team is equipped to build strong, lasting relationships with clients. Acting as a strategic leader, you’ll advocate for customer needs, collaborate across departments, and implement best practices to streamline processes and enhance team efficiency. Your leadership will create a culture of accountability, collaboration, and innovation, ensuring both team and customer success.

Leveraging your expertise in telecom and technology domains—spanning connectivity, SD-WAN, cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Communications—you will provide strategic guidance to global clients. Your commercial acumen will drive profitable customer engagements, ensuring both financial success and customer loyalty. Additionally, your ability to identify opportunities for upselling and cross-selling will directly contribute to significant revenue growth, making you a key driver of business success.

• Strategic Relationship Management: Lead the team to build and implement strategies to enhance customer satisfaction, loyalty, and retention across all global accounts, ensuring a consistent and high-quality customer experience.
• Global Contract Management: Provide leadership to the team to ensure operational excellence and seamless compliance with contractual obligations. Maintain exceptional service levels across diverse regions for premium customers.
• Driving Global Sales and Revenue Targets: Enable the team to analyze and identify areas to prevent revenue leakage. Empower them to propose bespoke product upgrades, cross-sell, and upsell opportunities while expanding tailored services for business growth.
• Performance Analysis: Oversee the compilation and analysis of data to measure product and service performance at a global scale. Guide the team in identifying improvement opportunities and implementing strategic enhancements.
• Supervising Global Operations: Direct and mentor the team to ensure service performance is consistently high across multiple regions. Ensure the smooth execution of day-to-day operations while adhering to global standards of service delivery
• Customer Satisfaction Survey Strategy: Lead the team in developing and implementing strategies that enhance customer satisfaction, loyalty, and retention. Ensure a consistent and high-quality customer experience across all accounts.
• Global Representation: Serve as the escalation point for the team and ensure they effectively represent the organization in global service-related discussions with senior customer stakeholders. Drive collaboration during face-to-face or virtual meetings on a global stage
• Product Strategy Roadmap: Guide the team in understanding customer strategies and proposing product roadmaps that support business scaling while improving the organization’s footprint within the account.