Director of Customer Success - EMEA

Amsterdam, North Holland   |   Full Time

Chargebee is a subscription billing and revenue management platform powering some of the fastest-growing brands around the world today, including Calendly, Hopin, Pret-a-Manger, Freshworks, Okta, Study.com, and others. Thousands of SaaS and subscription-first businesses process over billions of dollars in revenue every year through the Chargebee platform. 


Headquartered in San Francisco, USA, our 500+ team members work remotely throughout the world, including India, the Netherlands, Paris, Spain, Australia, and the USA.  


Chargebee has raised over $230 million in capital and is funded by Accel, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Ventures. And we’re on a mission to push the boundaries of subscription revenue operations. Not just ours, but every customer and prospective business on a recurring revenue model.


Summary

The Director of Customer Success - EMEA,  provides leadership, direction, and management of the entire portfolio of our EMEA-based customers respectively and is accountable for driving adoption of the Chargebee product and services. This team has a specific focus on driving usage, adoption, the pipeline for expansion, and retention of customers across the SMB, mid-market, and enterprise segments.


This is a highly cross-functional role and requires collaboration with Product, Professional services & Implementation, Customer Solutions, and Marketing.


What you will be doing:

  • Automation of engagement for the SMB segment by collaborating and working closely with the Customer Marketing team
  • Define and execute personalized engagement and white-glove services for the mid-market and enterprise customers
  • Standardize and consistently update the account plan/ success plan documents for the midmarket/ enterprise customers to ensure effective and contextual engagement strategies
  • Regular Business reviews (QBRs/ EBRs) with our strategic customers and act as an executive sponsor to forge a partnership-led relationship
  • Guide CSMs on how to define, drive and demonstrate the value (ROI) delivered
  • Personally manage escalations from your direct reports and establish a solid escalation matrix across Customer Success and cross-functional as required
  • Drive product and user adoption of the product by collaborating with Product and Product marketing teams
  • Drive a customer-centric culture across the organization and advocate for changes in other departments’ ways of working to ensure a customer-first approach
  • Align with R&E on renewal and up-sell strategy and focus on selling with a retention focus
  • Be responsible for metrics such as NRR, the pipeline for Expansion, Churn, NPS for the portfolio of customers in your region
  • Create dashboards to measure the effectiveness of your customer success team
  • Recruit, mentor, groom, and inspire a world-class team


Qualifications:

  • Bachelor’s Degree, preferably in a technical discipline, or equivalent. A Master’s degree/MBA is a plus
  • Previous leadership role at a high-growth software SaaS organization.
  • 5+ years of leadership experience in Customer Success
  • Executive presence, but not afraid to get your hands dirty in the detail
  • An enthusiastic and creative leader with the ability to inspire others
  • Strong empathy for customers AND passion for customer experience
  • Analytical and process-oriented mindset
  • Curiosity and willingness to serve and solve customer challenges
  • Strong data-driven decision-making skills
  • Previous experience with CSM tools like Gainsight, Churnzero


What makes us who we are:

  • We are Globally Local: With a diverse team across four continents, and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood.

  • We value Curiosity: We believe the next great idea might just be around the corner. Perhaps it’s that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions, figure out answers to them, and foster a continuous learning environment.

  • Customer! Customer! Customer!: Everything we do is driven towards enabling our customers’ growth. This means no matter what you do, you will always be adding real value to a real business problem. It’s a lot of responsibility, but also a lot of fun.


If you resonate with Chargebee, have a monstrous appetite for curiosity, and an insatiable urge to learn and build new things, we’re waiting for you!

We value people from all backgrounds and are dedicated to hiring and employing a diverse and inclusive workplace.


Come be a part of the Chargebee tribe!

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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