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Customer Success Manager Lead

Templafy

Templafy

Customer Service, Sales & Business Development
Copenhagen, Denmark
Posted on Wednesday, May 22, 2024

About us:
Templafy is the next gen document generation platform that automates all document creation across organizations. Our platform eliminates manual document work allowing companies to drive governance, efficiency and ultimately business results. Templafy supports millions of users and enables over 800 enterprise customers such as KPMG, IKEA, BDO and more.

Founded in Copenhagen, Denmark, in 2014, Templafy’s success is built by our 60+ employee nationalities found at offices around the world. We believe when people feel they belong, have a voice, and feel heard, they are happier and perform better, and that way, everyone wins. Our innovation, diversity, and unique product have raised over 200 million in funding from Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.

Customer Success at Templafy

A critical part of the Revenue organization, Customer Success at Templafy is responsible for guiding customers along the value realization path, ensuring they receive positive ROI on their initial use case and paving the way for expansion to new business units and new use cases. Alongside our colleagues, CS is accountable for the Gross Retention Rate and Net Retention Rate. We aim to deliver an excellent enterprise customer experience, responsive to needs and proactive with strategic advice. This requires a deep understanding of our customers’ businesses and how Templafy can drive positive business outcomes towards cost savings and revenue generation. It also requires genuine relationship-building such that internal and external stakeholders are keen to spend time with you and meet your requests.

As a team, we aim to grow together, energized by individual and shared accountability. We are mutually responsible for team learning and development, meaning we proactively share knowledge, contribute to team initiatives, and provide constructive feedback with honesty and positive intent.

What we’re looking for:

Reporting directly to the Global VP of Customer Success, this role sets the direction and ambition for Templafy's Customer Strategy in EMEA. The Lead is responsible for the health of Templafy’s customer base in EMEA, including Global strategic enterprise customers. We are looking for a candidate who has the experience and confidence to take clear business ownership of core business KPIs (GRR and NRR) on a strategic, tactical, and operational level. The Lead will drive a commercial customer-centric focus within the team. Critical to success will be the Lead’s ability to inspire and coach the EMEA CS team to identify, deliver, and prove positive business outcomes (PBOs) for customers across everyone’s book of business.

Responsibilities:

  • Lead and manage a team of 8 Customer Success Managers, providing inspiration, guidance, support, and coaching.
  • Ensure the EMEA CS team is confident and consultative, with the skills necessary to articulate Templafy's value proposition to Economic Buyers and key influencers with a focus on key business outcomes.
  • Develop the team’s ability to extract meaning from data and construct impactful stories through PowerPoint presentations geared at an executive audience.
  • Build and maintain strong relationships with strategic and key customers, understanding their needs, challenges, and objectives. Ensure they derive maximum value from Templafy's products.
  • Develop strategies to improve customer retention rates and drive renewals, identifying at-risk customers and implementing proactive measures to address their concerns and ensure satisfaction.
  • Encourage a culture of customer advocacy across the CS team and across the organization, encouraging customer feedback, and advocating for customer needs and priorities in product development and decision-making processes.
  • Establish key performance indicators (KPIs) and metrics to track the health of customer accounts, while analyzing data to identify trends and opportunities for improvement, and providing regular reports to senior management.
  • Collaborate with sales, marketing, product development, and other departments to ensure alignment on customer needs, and priorities, and to drive overall company growth and success.
  • Implement processes and initiatives to continuously improve the customer experience, such as developing customer success playbooks, refining customer success methodologies, and staying abreast of industry best practices.

Requirements:

  • 5+ years of work experience in Enterprise SaaS (ex: Customer Success, Account Management, Partnerships) or a related field (ex: Consulting)
  • 2+ years of work experience in a team leadership role, managing 5+ employees
  • Experience with and ability to own strategic relationships at C-level with some of the biggest enterprises in the world (leading from the front)
  • Experience and interest in the value that can be gained by optimizing enterprise workflows by automation and/or compliance
  • Preferred systems experience with Salesforce and PowerBI

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.