Director of Customer Success, Fairmarkit
EMEA
Autonomous sourcing for all spend
Job no longer available
Autonomous sourcing for all spend
101-200 employees
Job no longer available
101-200 employees
Company mission
To enable organizations to purchase the goods and services they need in the most efficient way possible.
Role
Who you are
- Experience: Minimum of 8 years of experience in customer success, account management, or a related field, with at least 4 years in a leadership role within a SaaS company
What the job involves
- We are looking for a customer success leader to join our team on our mission
- Our Director of Customer Success - EMEA will lead our most strategic regional team and drive customer value and growth
- Our products are rock solid and deliver on their promise, so you’ll be focused on working with customers to drive adoption and value through strategic expansion of footprint and additional Fairmarkit products
- You and your team will spend almost no time chasing Support escalations or endless lists of product enhancement requests that are needed to unlock value
- You’ll be working with some of the largest global companies based in Europe, helping them to adopt and embed our AI-based into their everyday processes
- The role requires that you can help champions within large enterprises to drive initiatives and effect change across functions, leveraging Fairmarkit’s experience and best practices as well as widely accepted change management frameworks such as ADKAR
- Given the size and strategic value of our customers, the expectation is that you, as the leader, will be engaging shoulder-to-shoulder on client engagements with your team members
- Leadership and Team Development: Build, lead, and mentor a high-performing Customer Success team of Customer Success Managers/Directors (CSMs) who continuously drive our customers forward in their journey with Fairmarkit
- Customer Onboarding and Engagement: Participate alongside our Professional Services team during the onboarding process to ensure EMEA customers are effectively integrated and fully utilizing our product. Develop and implement strategies to increase customer engagement and product adoption
- Retention and Satisfaction: Monitor customer health metrics and proactively develop strategies to improve customer retention and satisfaction. Address any customer issues or concerns with urgency
- Revenue Growth: Identify upsell and cross-sell opportunities in collaboration with Sales and Marketing teams. Drive initiatives that contribute to revenue growth through customer renewals and expansions
- Customer Advocacy: Act as the voice of the customer within the company. Gather and share customer feedback with Product and Engineering teams to influence the product roadmap and enhancements
- Process Optimization: Work with the global CS team to continuously refine and improve customer success processes, tools, and resources to enhance efficiency and effectiveness
- Metrics and Reporting: Establish and track key performance indicators (KPIs) for the Customer Success team. Manage the team according to the operational data
Our take
Fairmarkit is an automated sourcing platform that helps enterprises make their procurement of goods and services more efficient and cost-effective. By digitizing the management of a company’s tail spend and simplifying potential customers ’RFPs (Requests For Purchase), Fairmarkit’s mission is to save companies and their employees valuable time on the processes that a computer can do.
Founded in 2017, Fairmarkit still competes with monoliths in the automated sourcing sector such as Oracle and SAP. Despite this, it has carved out a niche in the market by focusing its energy on the tail-end space of business, an area that it deems underdeveloped.
As a comparatively young company in the intelligent sourcing world, Fairmarkit has been boosted by significant successive funding rounds, showcasing the industry confidence in the company and enabling its plans to double its workforce. Alongside this, it's also been recognised on the Forbes' 2025 List of America's Best Startup Employers, the fourth year in a row for the company to do so.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2022
$35.6m
SERIES C
Dec 2020
$30m
SERIES B
Total funding: $76.6m
Company benefits
- Work flexibility
- Equity
- Paid parental leave
- Home office stipend
- Sabbatical leave
- Summer Fridays & Holiday Hiberation
- 401k Company match
- Mental health & Mindfulness resources
Company HQ
Downtown, Boston, MA
Leadership
Kevin Frechette
(Co-Founder & CEO)Previously Regional Sales Director at Turbonomic and Account Executive at EMC Corporation. Currently Ambassador at the Sustainable Procurement Pledge.
Viktor Kusch
(Co-Founder & CTO)Previously IT Management Director at Biokon. Currently CEO / CTO at KU64 Inc. / Clever IT systems / marketmech.com
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