Director of Customer Success EMEA, SnapLogic
More information about location
Integration platform-as-a-service for Enterprise
Open for applications
Integration platform-as-a-service for Enterprise
201-500 employees
Open for applications
More information about location
201-500 employees
Company mission
To empower businesses to unleash the full potential of their data and applications.
Role
Who you are
- This individual will be opportunities-driven with a proven track record for customer success in a SaaS business
- 10+ years of progressive customer/account management experience in a customer-facing organization; including in a Customer/Account Manager role
- At least 5+ years in a leadership/management role in a SaaS company overseeing customer experience/success team(s) in a B2B environment
- Demonstrated ability to successfully select, train, coach and develop team members
- Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilizationDemonstrated track record in implementing programs and process improvements that result in increased renewals and greater customer satisfaction
- Demonstrated track record of using data analytics to drive increased value for customers
- Deep understanding of value drivers in recurring revenue business models
- Successful in engaging cross-functional business and technical teams to provide timely issue resolution
- Ability to evaluate, develop, and reshape existing teams as necessary while inspiring and motivating individual team members
- A passion for customer insights and research in pursuit of effective and efficient customer service and performance driven
- Previous experience leading a successful customer experience/success team in a growth-oriented environment
What the job involves
- The Director of Customer Success EMEA works closely with the rest of SnapLogic’s teams to achieve successful customer partnerships, through engagement, exposing new opportunities, improving Net Promoter Score (NPS), references and retention rates
- This role will empower and coach a high performing team while establishing and maintaining relationships with all cross functional teams that touch the customer experience
- Lead and develop a team of 5+ CSMs across strategic, enterprise and mid-market SnapLogic customers
- Develop the Customer Success mission on both operational and strategic levels
- Become a strategic advisor serving the customer, helping the customer improve performance and utilization, leading to enhanced NPS and retention
- Create standardized playbooks/training materials for both customer & team to ensure knowledge enhancement of the product/ services
- Define the problems, setting expectations, effectively communicating a solution path
- Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction
- Attract and recruit top tier talent; manage and develop a high caliber team
- Set and communicate goals, action plans, and key metrics for CSM teams in different customer tiers with different levels of customer touch
- Create dashboards to measure customer success
- Coach, develop, and drive performance of individual CSMs
- Lead strategic, cross-functional initiatives such as customer lifecycle definition, voice-of-customer, and product feedback
- Build strong internal relationships and collaborate cross-functionally to drive training actions, services deployment, effective support and promoting the value of our product to customers
- Identify expansion opportunities and Partner with Sales leaders to contribute directly to the companies revenue growth
- Manage escalations from direct reports and follow a methodical escalation process to executive management
- Ensure Customer feedback is communicated internally to enable ongoing improvement of SnapLogic products and services
- Understand market trends and keep up-to-date with the latest news and developments impacting our industry
Salary benchmarks
Our take
The rise in the use of cloud technology suggests room for innovation in enterprise technology. However, companies continue to use legacy software and architectures, reluctant to update their systems due to associated costs and complexity.
SnapLogic builds integration platforms for enterprises that allows for the parallel usage of both legacy and cloud apps. This prevents full migration being a necessity, and allows enterprises to monitor and connect both legacy and cloud technologies together to optimize their systems.
The startup currently provides solutions for around 750 enterprises including Adobe, AstraZeneca, pwc and Sony. Investment from Sixth Street Growth, bringing the company to a valuation of over $1B in 2021, has enabled the acceleration of international expansion and widened the number of partnered enterprises. The latter has included decisions intelligence leader Stemly, which has leveraged SnapLogic's no/low code data platform to enhance its own machine learning.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
20% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Dec 2021
$165m
SERIES H
Oct 2019
$72m
SERIES G
Total funding: $373.3m
Company benefits
- Employees get the benefit of up to 100 percent coverage for medical, dental, and vision insurance, a competitive compensation package that includes stock options and a 401(k) plan, FSA and Dependent Care Spending Accounts, monthly cell and gym reimbursement, and flexible time off
- How about a catered lunch every day? Check it off the list. We’re also proud of our well-stocked kitchen with snacks and drinks and “Snappy Hours.” Holiday parties and other excuses to celebrate are part of our DNA. And we’re family friendly, too – they’re welcome at many of our company gatherings
- We also toss in a few extras like commuter benefits, wellness offerings (we want you healthy), and best of all, a dog-friendly environment, because dogs remind us to always be in the moment. And they do silly things, too
Company values
- We strive for excellence, so our customers can be exceptional
- We drive growth with integrity and accountability
- We succeed by learning, adapting, & enjoying what we do
- We deliver leading innovation for customers & with customers
- We embrace differences so we can make a difference
Company HQ
Hayward Park, San Mateo, CA
Articles
Leadership
Gaurav Dhillon
(Chairman & CEO)Started their career by co-founding Informatica Corp in 1992, serving as CEO until 2004. They also founded Jaman.com in 2005, before starting SnapLogic as CEO in 2006.
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