Join us

CO-46 Global Director of Customer Success

Description

  • Lead & execute Afimilk's CS strategy
  • Establish and lead the newly built global customer success department
  • Define processes and activities to proactively manage the relationship with the customers, to increase adoption, retention and increase revenues from existing and new customers
  • Champion CS across Afimilk & enhance customer success culture across the organization

Responsibilities

  • Manage customer success team members - HQ and regional offices
  • Work closely with management team and key functions to define & rollout CS activities and processes (Sales & Marketing, Product Managers, regional managers, key dealers and more), including:
  • Set and track KPIs and metrics for CS across Afimilk
  • Defining CS playbooks (churn risk customer, upgrade potential, etc)
  • Customers mapping & segmentation
  • Customer journey scenarios, touchpoints and scheduled activities
  • High-touch and Low-touch strategies per segment
  • Specific programs for key-accounts (high tier)
  • Customer advocacy

Requirements

People’s person, with high EQ & strong interpersonal skills.

A leader. Able to work collaboratively with key stakeholders at all levels of an organization

Proven experience in leading Customer Success in a mid-large scale company providing global service for a SaaS / System product or alike, and successfully driving CS initiatives in a matrix organization.

Previous roles in the areas of Account Management / Customer Support Management in a Global organization managing customers globally.

Ability to manage in diverse multinational cultures, excellent written and verbal communication skills, and excellent English

Apply for this position