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VP of Customer Success - EMEA

Company: Insider
Location: London
Posted on: April 10, 2021

Job Description:

Have you met with Insider? If your answer is "No" this paragraph is for you; we are a fast-growing, fast-paced Technology Startup backed by Sequoia Capital (2018), which previously invested in brands such as WhatsApp and Airbnb, and Riverwood Capital (2020). We are trusted by more than the world's 800+ leading brands such as Singapore Airlines, Virgin, Uniqlo, Nestle, Nissan, Samsung, Lenovo, Puma, Media Markt, IKEA, Allianz, Santander, Dominos, Avon and CNN. We have also been listed amongst the 2017 Red Herring Europe Top 100 & our CEO Hande Cilingir was listed as the third Woman CEO located outside of the US, by Crunchbase . We help them grow beyond the speed of customer expectations, drive growth across the funnel. We provide them an experience beyond their imagination, uplift their customer interaction from Acquisition to Activation, Retention, and Revenue with our cutting edge ML & AI technologies. We answer all their needs with our Growth Management Platform and stand by them at every step of the way . We move fast and agile, create beautiful cutting-edge products, and create an impact with our 600+ teammates in 25+ offices. We show our commitment to helping our customers make an impact in the world in our products, support, services, and by sharing their stories. To lead this effort, we are looking for a creative leader to join Insider as our Vice President of Customer Success . Responsibilities:

  • Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Large Enterprise, Mid-market, SMB, and Free/Open
  • Build a global professional services organization to support customers from onboarding and renewal through to long-term multi-stage digital transformation projects.
  • Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud-migration and digital transformation projects.
  • Influence future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall scores. This includes definition and optimization of the customer lifecycle.
  • Accountable that Insider has and drives a proper Customer Success Management platform in order to serve all Customers, outlined above as well as including our 'High Touch' customer base. Qualifications:
    • True love for customers
    • 10+ years of experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
    • Experience building and managing mid to large scale Customer Success and or Professional Services teams in a fast-paced, dynamic environment
    • Ability to move quickly and iterate
    • A strong strategic vision for the customer experience, professional services, and customer support
    • A strong customer advocate with the ability and willingness to engage directly with customers
    • Ability to communicate well with individuals, teams, partners and at industry level events
    • The skills to be a data-driven decision-maker, with a willingness to experiment and iterate
    • Strong empathy for customers AND passion for revenue and growth
    • An enthusiastic and creative leader with the ability to inspire others
    • Effective and productive collaborator to drive cross-functional initiatives
    • Empathy, humility and listening skill WHAT IS IT LIKE TO WORK AT INSIDER? We work together as a family to build this company. Everyone is expected to act as an owner and to grow fast. We are a small and fast growing team from across the world and keep flat hierarchies for maximum impact. We are energized by broadening our scope of responsibility & horizon, are curious, and love stepping outside of your comfort zone because we know that this is how we will learn the fastest. We know that hard work beats talent - an Insider combines both. We help each other, teach each other, and learn from each other. We believe that world-class performance is a byproduct of an empowered, well-trained, and happy team. We think positive and have a solution-oriented mindset - a problem is an opportunity to be explored. Reach out if you find yourself in this culture regardless of whether there is a relevant job posting right now - if there is a fit we want to get to know you. Be part of the journey! We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Keywords: Insider, Fort Smith , VP of Customer Success - EMEA, Executive , London, Arkansas

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