Customer Success Director

hace 22 horas

Barcelona, Barcelona, España Preply A tiempo completo
About Preply

Preply is a leading online learning platform that connects tutors with learners from around the world. Our mission is to unlock human potential through learning, and we're committed to creating a diverse and inclusive environment where people from all backgrounds can thrive.

Job Summary

We're seeking an experienced Customer Success Director to lead our global customer success function. As a key member of our team, you'll be responsible for developing and implementing a comprehensive customer success strategy that drives exceptional customer experiences and long-term customer loyalty.

Key Responsibilities
  • Develop and Implement Customer Success Strategy

Develop and execute a customer success strategy that aligns with Preply's overall business objectives, focusing on customer health, adoption, and retention.

Analyze Customer Data and Trends

Analyze customer health data, trends, and feedback to identify opportunities for process improvements and new initiatives that drive customer success.

Lead Customer Onboarding and Adoption

Lead the onboarding process to ensure a seamless customer experience, creating a better framing of how our value proposition can support new customers and help them reach their goals through their partnership with us.

Support Customer Growth and Expansion

Support customers through the development and growth of key relationships, driving adoption, customer satisfaction, and influencing expansion and renewals.

Lead and Upskill Customer Success Team

Lead and upskill a stellar Account Management and Onboarding team of 30 people, establishing clear goals and performance metrics to measure the team's success and drive high-performance.

Cross-Functional Collaboration

Cross-functional team collaboration with Product, Marketing, Data, and other teams within the B2B organization to ensure alignment and drive customer success.

Requirements
  • Experience in Customer Success or Account Management

Extensive experience in customer success or account management, with a proven track record of developing and executing successful strategies to drive revenue and business growth, evidenced by increased retention and upsell rates.

Leadership and Team Management

Experience leading, managing, and growing high-performing CS or AM teams, with a strong ability to coach, train, and support team members.

Industry Knowledge and Skills

Background in a SaaS or similar B2B business, at an early growth stage or scale-up phase, with experience in the ed-tech or online learning industry being a plus.

Communication and Analytical Skills

Excellent problem-solving skills, strong communication, interpersonal, and relationship-building skills, with the ability to think creatively and use data to inform decisions.

What We Offer
  • Competitive Financial Package

A competitive financial package with equity, leave allowance, and health insurance.

Relocation Package

An attractive relocation package for those who need to join us in our Preply Barcelona Hub.

Wellness and Development Opportunities

Access to free mental health support platforms, Gympass-partnered wellness and gym centers, and a generous monthly allowance for lessons on Learning & Development budget and time off for self-development.

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