Regional Director of Customer Success Europe

As a Regional Director of Customer Success you will be responsible for executing on our Customer Success vision & strategy here at Raft. Reporting to the SVP of Customer, you will play a key role in driving customer goals, product utilisation and business growth by ensuring the engagement, success, retention and expansion of our customer base. You will lead an ambitious and talented Customer Success team and be a key driver in the growth and development of the CS function in Europe. As a Leader, you will be expected to share industry and customer driven insights with the commercial leadership team which will help them in determining future strategies for improving the quality and consistency of service provided to our customers.

The Regional Director of Customer Success will have an action mindset, will be excited to lead, coach and develop a team of CSMs and help our customers maximize the value received through Raft.

Day-to-day you will:

• Leading and mentoring the regional Customer Success team by executing on our customer and growth focused playbook & strategy 
• Monitor & track Objectives and Key Results (OKRs) for your team 
• Oversee the hiring, training, and development of a world-class team who deliver an exceptional experience to our customers
• Deploying programs to help customers maximize adoption and value, reach their goals, leverage new features, identify new use-cases; to drive customer retention & upsell
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organisation
• Working collaboratively with the regional sales team to connect with executives at potential and current clients
• Closely work with the Implementation team to ensure a smooth onboarding experience to drive first value for the customer swiftly 
• Optimise effectiveness leveraging data and technology to proactively measure, monitor and predict client behaviour & success

We specifically want someone who has:

• A self-starter with a ‘builder’ mentality that flourishes in a fast pace, startup environment
• Strong experience leading teams in a customer-facing capacity (e.g. Account Management, Customer Success, Sales)
• A strong customer advocate with the ability and willingness to engage directly with customers
• A track record of developing and mentoring great talent, and building and motivating high achieving teams
• Strong communication skills with the proven ability to engage and influence executive stakeholders in Fortune 50 companies and the ability to examine, synthesize, and present data to various stakeholders
• Demonstrated success in building a post-sale experience and operations in a rapidly growing tech company serving both small and large enterprise customers
• A highly collaborative work style with the ability to work with and influence cross-functional teams, key partners will include Leadership Team, Sales/New Business, Product, and Marketing
• Knowledge of the logistics and supply chain industry
• Proficiency in utilising CRM and Customer Success platforms, such as Gainsight, ChurnZero, or similar tools.

Apply because you want to...

• Have the opportunity to work in a global market and compete with best in class companies who are on the front line of Machine Learning and Engineering developments
• Work in a modern Product-led company where your contributions are valued and have real-world impact
• Get exposure to working with stakeholders on a global level across different industries
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Work in a diverse and multicultural environment