Customer Success

Director, Customer Success – CEMEA

Remote – Germany
Req ID 1041

Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, and Australia. 

Director, Customer Success – CEMEA

The Director of Customer Success for CEMEA will lead and grow the in-region CSM team. CSMs’ primary responsibilities are to drive product adoption, provide data-driven best practices and ensure client retention. They are the primary point of contact for their accounts, ensuring customers’ success on the Seismic platform and managing contract renewals.  As the Director of this team, you will begin as a player/coach, supporting both CSMs and customers on their Seismic journey. You will also be part of the EMEA CS leadership team as well as a key member of the CEMEA GTM team, helping to grow the company’s presence and further establish Seismic as the Global leader in Sales Enablement in the German-speaking region of Europe.


Who You Are:

Successful candidates will be excited about coaching and upskilling a team while helping build a successful region from the ground up. Working in an agile, fast-paced, and often ambiguous environment will motivate and energize you, and you will bring experience of starting and scaling teams and operations successfully. You know how to navigate organizations and can build cross-functional relationships to support CSMs and customers. You will be comfortable engaging and developing trusted advisor relationships with VP and C-level executives engaged in customers’ Sales Enablement strategies, both as an executive sponsor as well as a point of escalation.

What you will be doing:

  • Leading, coaching, and growing/scaling a team of Customer Success Managers of various levels of experience, by leveraging Seismic corporate CS ways of working and adapting them to your market needs
  • Managing a small number of key accounts, guiding them to success, renewal, and growth
  • Building a Trusted Advisor relationship at senior levels in your team’s accounts, helping to ensure retention, uncover opportunities for cross-sell/upsell, and develop advocates
  • Acting as a point of escalation internally and externally should any challenges arise with customers and seeing those through to successful resolution
  • Providing account transparency by tracking client data in Gainsight, our Customer Success application, and using this data to identify, forecast, and mitigate risks proactively
  • Leading the contract renewal process with your CSMs and identifying and nurturing expansion opportunities in coordination with Sales
  • Partnering with Services, Sales and Marketing leadership to grow Seismic’s presence and brand in the Central European region
  • Contributing to the EMEA CS Leadership team, helping us maintain a cohesive team who delivers our best-in-class results

What you bring to the team:

  • BA/BSc or higher
  • 7+ years of experience in a client/stakeholder management role, with at least 3 years in team leadership roles, preferably in SaaS
  • Fluency in English & German required
  • Commercial savvy and an understanding of the SaaS sales and renewal processes
  • Experience working with complex, multi-divisional, multi-geographical customer accounts
  • Executive presence and excellent communication abilities
  • Ability to create structure in ambiguous situations, design effective processes, and prioritize ruthlessly
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional leadership teams (e.g. Sales, Product, Marketing, Services), preferably in a remote environment

What we have for you: 

  • Generous paid vacation, sick leave, and holiday benefits, including an end-of-year company shutdown
  • Paid parental leave 
  • Flexible work schedule  
  • Seismic Cares employee volunteer program  
  • #OneSeismic culture that celebrates wins, encourages autonomy, ownership, and transparency

#LI-CF1 #LI-REMOTE 

Headquartered in San Diego and with more than 1,300 employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft. 

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.  

UNITED STATES CANDIDATES ONLY: Notice regarding COVID-19 vaccination requirement as a condition of employment. At Seismic, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus, and the increased transmissibility with recent variants, all new U.S. based Seismic employees, whose job requires them to meet in person with others or be present at a Seismic office in the course of their employment, must provide original documentation confirming status having received the prescribed vaccinations (doses) based on the manufacturer’s guidelines on their first day of employment. Accommodations due to medical or religious exemptions will be considered.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.