We are actively seeking a Senior Manager for our Customer Success Executives (CSE), and Customer Architects (CA) in EMEA with demonstrable experience in leading successful teams. You will have an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions.
We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical. This key role involves not only driving the consumption of our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.
You will lead a team working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer’s expectations. . Your proven leadership, eye for business, and ability to identify/deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio. The role will be based out of either London or the Netherlands, with the ability to travel occasionally to our London or Amsterdam office.
Key responsibilities
- Leading and growing a team of CSEs and CAs
- Owning a full portfolio of Enterprise customers, you will be responsible for Renewal Rates, Customer Consumption, and a measure of Expansion
- Leading and guiding the entire post-sales customer lifecycle, including onboarding, ongoing initiatives, and renewal phases
- Strategizing with the direct sales organization on account planning, growth, and renewals
- Acting as an escalation point for renewals strategy, critical account issues, and ongoing account planning
- Accurately forecasting renewals and upsells
- Providing leadership and vision to Global Leadership Team, spearheading a number of strategic initiatives
What you bring to the role
- Dynamic leadership skills, demonstrable of experience leading and growing Customer Success teams
- Minimum of 10 years of experience in a CSM, Technical Account Management or Pre Sales related role in a relative and fast-paced technology company
- Minimum of 5 years in a post-sales, Customer Success Leadership role, overseeing a team of individual contributors
- Track record of developing close relationships with sales and other related organizations
- Ability to manage and lead internal strategic initiatives
- Demonstrated experience building the processes and procedures of an evolving team
- Strategic, analytical thinker who isn’t afraid to roll up their sleeves and get into the weeds
- A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals
- An understanding of Software Development life cycles and project management skills
- A deep understanding of Big Data and the techniques used to build modern complex data systems at scale
- Effective communicator of programs and concepts at all levels
- High degree of integrity and honesty; demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations
- UK or Netherlands based
Bonus Points:
- Knowledge of Big Data, Cloud, NoSql, Search, and Logging products
