Head of Customer Success Management, EMEA at Auth0
London, GB
Auth0, a global leader in Identity-as-a-Service (IDaaS), provides thousands of enterprise customers with a Universal Identity Platform for their web, mobile, IoT, and internal applications. Its extensible platform seamlessly authenticates and secures more than 1.5B logins per month, making it loved by developers and trusted by global enterprises. Auth0 has raised more than $110 million to date and continues its global growth at a rapid pace. We are consistently recognized as a great place to work based our outstanding leadership and dedication to company culture, and are looking for the best people to join our incredible team spread across more than 35 countries!
 
As Head of Customer Success Management you will be a player/coach responsible for strategic enterprise account portfolio while managing and developing a team of customer success professionals across EMEA.
 
As you will own driving engagement, adoption and retention through your account portfolio. You will be the primary advocate for each customer, tasked with guiding them to success through engaging resources across Auth0 to accelerate the adoption and expansion of Auth0.
 
As a leader you will partner with the GM for EMEA to ensure the region meets its sales expansion and retention targets. You will responsible for managing and developing the regional team of Customer Success Managers. In partnership with the other leads you will build internal and external processes and programs to drive scale and functional excellence.

Responsibilities

    • Act as Player/Coach where you will own your own account portfolio while training and developing a team of Customer Success Managers across the region.
    • Develop and grow our regional Customer Success team’s capabilities, programs and function in partnership with other leads across the business.
    • Create customer programs, deliverables and strategies to drive adoption, expansion and renewals with customers eager to serve as advocates in market.
    • Establish executive relationships within key customer accounts.
    • Work with the regional CSM team to identify and/or develop upsell opportunities within region, responsible for ensuring the team hits assigned targets.
    • Accountable for your own account portfolio’s adoption, retention and expansion targets.
    • Own customer escalations, coordinating with internal stakeholders to drive to restoration and resolution.
    • Advocate customer needs/issues across departments, working with other leaders to uncover potential solutions.
    • Act as escalation point for critical escalations, providing guidance and support to customers and internal teams alike.
    • Partner with other EMEA leaders to ensure the region meets revenue and customer health targets.

Requirements

    • 7+ years experience in leading customer-facing teams in a SaaS organization.
    • Ability to manage influence through persuasion, negotiation, and consensus building.
    • Passion for exceeding customer expectations with a "doing whatever it takes" attitude and driving long term valueIdeally combined background of post-sale and sales experience.
    • Strong empathy for customers and passion for revenue and growth.
    • Deep understanding of value drivers in recurring revenue business models.
    • Analytical and process-oriented mindset.
    • Demonstrated desire for continuous learning and improvement.
    • Enthusiastic and hands-on leader with the ability to inspire and mentor others.
    • Excellent communication and presentation skills.
    • General knowledge across cloud, web and mobile software architecture.
    • Relevant Bachelor’s degree; preference for computer science or related degrees.
 
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Auth0 is an Equal Employment Opportunity employer. Auth0 conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or status as a Vietnam-era special disabled and other covered veteran status, or any other characteristic protected by law.