Senior Manager Customer Success

hace 6 meses

Barcelona, España Preply A tiempo completo

**At Preply, we are unlocking human potential through learning.**:
We believe learning with a great tutor is life-changing. That's why we match online tutors from across the globe with learners and empower them to create live language classes with AI-powered tools and learning materials. This is how we deliver progress, create engagement and keep our global community of learners motivated. So far, over 32,000 tutors have given more than 15 million lessons to learners from over 175 countries.

**Meet the Preply Business team**:
Preply recently launched a Business solution that is growing exponentially and that should represent a substantial part of our business in the coming years. We offer companies a flexible and effective way to upskill and give more confidence to their employees with languages.

We are looking for a very hands
- on Senior Manager who will manage the EMEA Customer Success teams in driving utilization, adoption and retention of customers', establishing Customer Success best practices, emphasizing the focus on learner success, and ensuring that all renewals happen on time.

This is a high growth region and we want someone who has experience driving up GRR and NRR, coaching and mentoring a team of Customer success managers. You will work collaboratively with Sales, Customer Onboarding, Revenue Operations, Marketing and Product Management to create customer advocates and help our customers' achieve success with Preply.

**What you'll be doing**:

- Lead and mentor a team of Team Leads and CSMs in managing the success of EMEA customers by achieveing their individual and team goals of retention and expansion
- Develop and implement strategies and best practices: key focus - learner success, be prescriptive in defining goals and outcomes, establish process to track progress against outcomes for customers and enable the CSMs to drive success
- Build strong relationships with customers: work with customers to understand their needs and goals, and help the teams build success plans, including proactive recommendations for upsell opportunities.
- Proactively identify key risks and barriers and own risk management and mitigation: monitor customer health metrics and proactively identify opportunities for growth and expansion.
- Secure renewals and expansions: drive and manage the renewal process to ensure that all renewals happen on time and that customers are retained.
- Work with other teams within the company, such as Sales, Marketing, and Product, to ensure that customers are getting the most out of the product: analyze customer data and feedback to identify trends and areas for improvement. Also, communicate customer feedback and requirements to product and engineering teams to inform product development and improvement.
- Provide regular coaching and feedback to team members to ensure they are meeting performance goals and achieving individual and team objectives.
- Team operations:

- At the account portfolio level, work closely with your team on proactive renewal motions focusing on closing renewals in month/quarter, hold team accountable for QBRs, cadences, validate get-well plans for at risk customers
- Help establish retention, adoption and expansion playbooks.
- Ensure accountability on activities/tasks to be completed, QBRs, Customer health scores in place
- Conduct regular review of red accounts with cross team collaboration.
- Partner with Rev Ops team to ensure design and reporting requirements to operationalize CSM requirements

**What you need to succeed**:

- 5+ years of experience in customer success, with at least 3 years in a manager role
- Proven track record of success in driving utilization, adoption, retention, and expansion.
- Strong understanding of customer success best practices, including upsell strategies and tactics.
- Ability to develop and implement strategic plans.
- Excellent communication, presentation, and interpersonal skills.
- Ability to work independently and as part of a team.
- Experience with customer success software tools, such as Salesforce and Catalyst
- Experience with lean and agile methodologies.
- Experience working with enterprise customers.

**Why you'll love it at Preply**:

- Open, collaborative, dynamic and diverse culture
- Learning & Development budget, including time off for your self-development
- Competitive financial package with equity, leave allowance and health insurance
- Access to free mental health support platforms
- Flexible set-up with the option of paid relocation to Barcelona, or working remotely within a close time zone
- Opportunity to shape the lives of learners and tutors from over 175 countries through language learning and teaching

**Our Principles**:

- **Care to change the world** - We are passionate about our work and care deeply about its impact to be life changing.
- **We do it for learners** - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exce

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