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- Tasks: Lead a team to ensure customer satisfaction and success for EMEA clients.
- Company: Earnix is revolutionizing financial services with innovative solutions for insurers and banks.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and travel across EMEA.
- Why this job: Join a forward-thinking company that values customer experience and team collaboration.
- Qualifications: 10+ years in Customer Success, with 5+ years in leadership, especially in SaaS and Insurance.
- Other info: Be part of a global team making a significant impact in the financial sector.
The predicted salary is between 43200 - 72000 £ per year.
We are seeking a Customer Success Manager Team Lead to oversee and guide a team of customer success managers while managing relationships and ensuring the success of a portfolio of customers in the EMEA region. In this leadership role, you will combine hands-on account management with strategic leadership to drive your team’s success and elevate the overall customer experience.
Earnix is transforming the way insurers and banks deliver personalized value to their customers. By offering solutions that align fully with corporate business goals, we enable rapid ROI and enterprise-wide impact. Since 2001, Earnix has been at the forefront of innovation in financial services, with a global presence spanning the Americas, Europe, Asia Pacific, and Israel.
What you'll do:
- Lead a team of Customer Success Managers to ensure customer satisfaction and success across a portfolio of EMEA-based clients.
- Serve as the senior customer advocate within the organization, ensuring that customer needs and concerns are clearly communicated and addressed.
- Oversee the resolution of your customer issues (e.g., product bugs, feature requests, invoices, and renewals) to maintain a high level of customer satisfaction.
- Be accountable for driving customer retention, working to reduce churn, and identifying opportunities for expansion.
- Set clear goals and expectations for the team, track performance, and regularly review customer engagement and satisfaction metrics.
- Collaborate with the sales team to drive revenue growth, identify up-sell opportunities, and facilitate the up-sell process.
- Ensure the team maintains up-to-date, accurate records of customer interactions and activity in the CRM system.
- Build and nurture strong relationships with key internal and external stakeholders, ensuring smooth communication and alignment with customer needs.
- Track, report, and communicate team progress on key performance indicators and customer success goals.
You'll do it using:
- 10+ years of experience in Customer Success Management, with at least 5 years in a leadership or team lead role, ideally in a global SaaS organization.
- Experience managing enterprise customers , especially in the Insurance sector is a must.
- Proven leadership experience , with the ability to coach, guide, and support a team of Customer Success Managers.
- Strong ability to communicate, influence, and build relationships at all levels, including C-suite executives.
- EMEA-wide experience , with the ability to manage diverse teams and sector work effectively across multiple regions in the EMEA market.
- Ability to prioritize and manage multiple projects simultaneously, while maintaining close attention to detail.
- Willingness to travel as needed across the EMEA region to support customer relationships and team objectives.
- Strong interpersonal skills with a collaborative and proactive mindset.
You'll excel by:
- Leading by example and fostering a customer-first culture within the team.
- Building and maintaining strong, trust-based relationships with customers and team members alike.
- Balancing strategic thinking with practical, hands-on leadership to drive both customer and team success.
- Demonstrating creativity and adaptability in addressing customer challenges and business needs.
Customer Success Team Lead employer: Earnix
Contact Detail:
Earnix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Team Lead
✨Tip Number 1
Make sure to highlight your leadership experience in customer success management. Share specific examples of how you've guided teams to achieve customer satisfaction and retention, especially in a SaaS environment.
✨Tip Number 2
Emphasize your experience with enterprise customers, particularly in the insurance sector. Discuss any successful strategies you've implemented that led to improved customer relationships and reduced churn.
✨Tip Number 3
Showcase your ability to communicate effectively with C-suite executives. Prepare to discuss how you've influenced decision-making at high levels and built trust-based relationships with key stakeholders.
✨Tip Number 4
Be ready to demonstrate your adaptability and creativity in solving customer challenges. Share examples of how you've balanced strategic thinking with hands-on leadership to drive both customer and team success.
We think you need these skills to ace Customer Success Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in Customer Success Management, especially any leadership roles. Emphasize your achievements in managing enterprise customers and driving customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and leadership. Mention specific examples of how you've successfully led teams and improved customer experiences in previous roles.
Showcase Relevant Skills: Highlight your skills in communication, relationship-building, and project management. Provide examples of how you've influenced stakeholders and managed diverse teams across the EMEA region.
Prepare for Interviews: Be ready to discuss your leadership style and how you foster a customer-first culture. Prepare to share specific metrics or KPIs you've used to track customer success and team performance.
How to prepare for a job interview at Earnix
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles in Customer Success Management. Highlight specific examples where you successfully guided a team, resolved customer issues, and drove customer satisfaction.
✨Understand the EMEA Market
Familiarize yourself with the unique challenges and opportunities within the EMEA region. Be ready to discuss how your experience aligns with managing diverse teams and enterprise customers in this market.
✨Demonstrate Your Customer-Centric Approach
Illustrate how you prioritize customer needs and advocate for them within an organization. Share examples of how you've built strong relationships with clients and internal stakeholders to enhance customer success.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer challenges. Prepare scenarios where you had to balance strategic thinking with hands-on leadership to achieve positive outcomes.
