cleverbridge is seeking an experienced Director of Client Success Management to drive the effectiveness and efficiency of our Client Success Management teams globally, and ensure the consultative support of our clients. He/she should have a proven track record of leading a global, multi-cultural team of client-facing professionals and working with international B2B and B2C companies.

This team is responsible for day-to-day support and consultation of our clients, leveraging best practices to deliver real results to our client’s e-commerce businesses. We treat our clients as partners, therefore, it is critical that the candidate has the skills and experience to not only coach direct reports on how to establish strong relationships, but also serve as an escalation point.

Your Responsibilities

Leadership

• Lead a global team, providing motivation, clear direction and work standards to drive efficient and high-quality execution.
• Communicate and influence across various stakeholders to ensure alignment and the overall success of the program.
• Provide strategic and tactical support to drive forward the corporate strategy, OKRs and departmental roadmaps & KPIs.
• Identify and optimize activities to increase efficiencies and scale
• Segment clients, assign them to CSMs, re-distribute workload and forecast resourcing needs

Client Satisfaction & Growth

• Partner with Sales and Account Management to create and implement client account plans to increase revenue and client satisfaction.
• Ensure escalation paths and occasionally act as escalation point for clients
• Define and implement common approach for gathering and responding to client feedback (e.g. NPS)

Core KPIs

• Revenue retention and growth of client accounts under management
• Client SLA’s and satisfaction scores
• Productivity and/or Client Utilization Rates

Your Qualifications and Skills

• Demonstrated ability to lead a global team of client-facing individuals in a Customer Success/account management/ consulting/marketing or similar. Provide motivation and clear direction by instilling accountability for quality, sense of urgency and deepening of client relationships
• Strong client focus & account management skills, including interpersonal and problem-solving skills with a focus on building relationships
• Strong analytical skills in order to forecast resouce planning, set priorities and provide strategic direction
• Experience in e-commerce, IT, or similar tech industry. Working knowledge of B2B and B2C customer lifecycles.
• Ability to lead as a positive change agent and work cross-functionally in a team environment across multiple cultures, particularly in change management situations.
• Strong communication and presentation skills. Fluent written and oral skills in English is required, and German is a plus.

What we offer

We are offering a challenging and interesting opportunity with extensive responsibilities in a dynamic and fast growing company. Benefits include a generous 401(k) plan, flexible hours, health care, tax-free transit and more!

More about us

Founded in 2005, cleverbridge provides global subscription billing solutions that help companies build long-term customer relationships and grow recurring revenue streams. The core of our fast-growing technology company is our 300+ employees between offices in Cologne (Germany), Chicago, San Francisco, and Tokyo. Our diverse and talented workforce is passionate about our solutions and our clients’ success. We believe if you love what you do, you should love where you work. So we emphasize career progression, work-life balance, and a casual, contemporary work environment.