Global Director Customer Success

Job description


ChannelEngine is a fast-growing, e-commerce SaaS solution. We help brands, retailers and wholesalers find millions of new customers by connecting them to the biggest marketplaces around the world. We’ve just raised Series B funding of $50m and we’re scaling across different continents in our bid to become the world's leading marketplace integrator. Pivotal to our global domination plan is the role of The Global Director Customer Success. You will set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive and awesome customer experience, and driving growth through gross renewals and net retention improvements.

The Customer Success team acts as the face of the company to deliver mutual value for our clients and our business by focusing on success, engagement and growth. The team works cross-functionally to help create an outstanding experience for our customers and ensure longevity with our customers. You play a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of ChannelEngine’s customers. You will serve as the leader, mentor and coach to maximize a team of talented Customer Success Managers and Customer Success Operations.

What you'll be doing

You will own the Customer Success program and be held accountable for all business deliverables. You drive customer outcomes, product adoption and customer experience. Ensure to influence future lifetime value through higher product adoption, customer satisfaction and overall health scores within the customer base. Reduce churn and drive new business growth through greater advocacy and reference ability. Instill a relentless focus on our customers, understanding our customer needs to deliver exceptional value and experiences.

  • Develop the vision, strategy and priorities, defining the key elements of a long term vision as well as the short term wins to quickly improve and scale today’s experience

  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement

  • Deliver transformational leadership so that the global team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

  • Work closely with different departments to align on strategies, forecasting, coverage plans, and opportunities (i.e., opportunities and risks)

  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

  • Aligning and educating Internal Teams about the importance of Customer Success, the director must proactively drive participation from other teams in the effort to bring value to the customer and provide exceptional experiences.

Job requirements

What you’ll need

You must be a person that can scale within a rapidly growing global business and have the proven ability to develop strategies, translate them into initiatives and track successful delivery.

As an experienced leader, you know how to get things done by working collaboratively across departments and organizational boundaries. You have demonstrated the ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies. Furthermore we are looking for someone who:

  • Demonstrated overall management experience leading teams in a software company

  • Demonstrated 8 to10 years experience leading customer success managers, marketing managers, account management, or sales teams experience is a plus.

  • Exposure to subscription- and renewal based business processes, as well as deep knowledge of and experience in implementing Customer Success best practices.

  • Strong interpersonal skills and the ability to lead and inspire managers and global teams to drive company growth.

  • Executive-level communicator in both written and oral communication

  • It is a plus if you have a network and experience in the e-commerce or marketplace field

  • Ability to travel up to 10%

Why you’ll love working here

  • Number 1: working at a company that is at the forefront of the world of e-commerce and online marketplaces. An interesting industry: marketplaces are booming; therefore our company is thriving!

  • As this is a brand new role; you'll make a lot of impact from the moment you start, people will love that you’re here!

  • Personal and professional development within a fast-growing international company,

  • Hybrid working. Work from the office next to Leiden Central Station, or of course, from home

  • You’ll be working with more than 180 talented and passionate (international) minds, who will make you feel welcome from the start,

  • Plenty of cool events to keep your social calendar full, from pub quizzes to movie nights to cooking classes!

  • A great compensation package and attractive pension scheme.

About ChannelEngine

Our story began in 2013 when it became undeniable that marketplaces were going to be one of the most critical components of the global e-commerce industry. We saw an opportunity to make these powerful platforms available to every business, and now ChannelEngine offers a complete, user-friendly, marketplace management suite with seamless integration, enabling businesses to expand their reach internationally. Our clients include Bugaboo, Hunkemöller, Brabantia, Bosch, JDE, and Reckitt, to name just a few.

ChannelEngine is growing at a rapid pace and currently covers channels in Europe, North- and Central America, the Middle East, and Asia-Pacific. Our mission is to cover the globe. For this, we need to expand our teams with adventurous and ambitious people who want to shape the world of e-commerce with us.