International Sales & Success

Director, Customer Success NEMEA

JOB TYPE

Full-time

LOCATION

London

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 – NEMEA

The Director of Customer Success for NEMEA will lead and grow the in-region CSM team, our largest sub-team within EMEA. 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 be responsible for supporting and growing CSMs and customers of all sizes on their Seismic journey. You will also be part of the International CS Leadership Team as well as a key member of the NEMEA GTM team, helping to grow the company’s presence and further establish Seismic as the Global leader in Sales Enablement in NEMEA.


Who You Are:

Successful candidates will be excited about coaching and upskilling a team while helping scale a successful region. Working in an agile, fast-paced, and often ambiguous environment will motivate and energise you, and you will bring experience of starting and scaling teams and operations successfully. You know how to navigate organisations 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
  • Building Trusted Advisor relationships 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 or exploit opportunities proactively
  • Forecasting and leading the contract renewal process with your CSMs and identifying and nurturing expansion opportunities in coordination with Sales
  • Partnering with Professional Services, Sales and Marketing leadership to grow Seismic’s presence and brand in the Northern European region
  • Contributing to the International CS Leadership Team, helping us maintain a cohesive culture while delivering best-in-class results

What you bring to the team:

  • 12+ years of experience in a client/stakeholder management role, with at least 5 years in team leadership roles, preferably in SaaS
  • Fluency in English, + French and/or German preferable
  • Commercial savvy and an understanding of the SaaS sales and renewal processes
  • Ability to create structure in ambiguous situations, design effective processes, and prioritize ruthlessly
  • Executive presence and excellent communication abilities
  • Experience partnering with complex, multi-divisional, multi-geographical customer accounts and navigating cross-functionally within a global software organisation
  • 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:

  • Take time to rest and recharge w/ Paid time off, paid company holidays, end of year company shutdown  
  • 100% employer-paid medical, dental, vision and 4x life insurance  
  • Paid parental leave 
  • Mental health + Employee Assistance Programs w/ free counseling sessions
  • Reimbursements for certain healthcare + wellbeing services through cash plan
  • Access to free telemedicine 
  • Equity program and performance-based bonuses
  • Employer pension contributions
  • Cycle to work program
  • Bring Your Own Device technology stipend 
  • $1,000 annual professional development reimbursement
  • Seismic Cares Program w/ charitable donation matching
  • Nine Communities of Belonging (aka employee resource/affinity groups) 
  •  

#LI-CF1

Headquartered in San Diego and with 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.  

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. 

Req ID 1196

Apply Now