Overview

Fairmarkit is the #1 autonomous sourcing platform revolutionizing the way all organizations buy & sell. Fairmarkit equips procurement teams with automation, AI and GenAI so they can source more competitively at scale. Our solutions for tail spend and strategic sourcing help innovative procurement teams reduce cycle times, drive out costs, meet ESG/Diversity targets, and provide a better stakeholder experience to internal partners and suppliers. Fairmarkit has been recognized with awards by organizations such as Gartner and IDC, and is backed by strategic investors like GGV Capital, Insight Partners, 1984.VC, and Newfund

We are looking for a customer success leader to join our team on our mission. Our Director of Customer Success – EMEA will lead our most strategic regional team and drive customer value and growth. Our products are rock solid and deliver on their promise, so you’ll be focused on working with customers to drive adoption and value through strategic expansion of footprint and additional Fairmarkit products. You and your team will spend almost no time chasing Support escalations or endless lists of product enhancement requests that are needed to unlock value.

You’ll be working with some of the largest global companies based in Europe, helping them to adopt and embed our AI-based into their everyday processes. The role requires that you can help champions within large enterprises to drive initiatives and effect change across functions, leveraging Fairmarkit’s experience and best practices as well as widely accepted change management frameworks such as ADKAR. Given the size and strategic value of our customers, the expectation is that you, as the leader, will be engaging shoulder-to-shoulder on client engagements with your team members.

Key Responsibilities:

  • Leadership and Team Development: Build, lead, and mentor a high-performing Customer Success team of Customer Success Managers/Directors (CSMs) who continuously drive our customers forward in their journey with Fairmarkit.
  • Customer Onboarding and Engagement: Participate alongside our Professional Services team during the onboarding process to ensure EMEA customers are effectively integrated and fully utilizing our product. Develop and implement strategies to increase customer engagement and product adoption.
  • Retention and Satisfaction: Monitor customer health metrics and proactively develop strategies to improve customer retention and satisfaction. Address any customer issues or concerns with urgency.
  • Revenue Growth: Identify upsell and cross-sell opportunities in collaboration with Sales and Marketing teams. Drive initiatives that contribute to revenue growth through customer renewals and expansions.
  • Customer Advocacy: Act as the voice of the customer within the company. Gather and share customer feedback with Product and Engineering teams to influence the product roadmap and enhancements.
  • Process Optimization: Work with the global CS team to continuously refine and improve customer success processes, tools, and resources to enhance efficiency and effectiveness.
  • Metrics and Reporting: Establish and track key performance indicators (KPIs) for the Customer Success team. Manage the team according to the operational data.

Qualifications:

  • Experience: Minimum of 8 years of experience in customer success, account management, or a related field, with at least 4 years in a leadership role within a SaaS company.

For this role we are looking for a candidate based in The UK or Ireland.  #LI-Remote ##LI-YM1

Headquartered in Boston, and backed by a $35.6M Series C co-led by OMERS, Highland, GGV Capital, Insight Partners, and ServiceNow. We are looking for exceptional candidates who want to help grow our company into a global enterprise and make their mark on the B2B tech industry. Come soar to new heights with us!
Fairmarkit is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.

Tagged as: 5+ Years