Director, Customer Success Manager

Ensure customers have effective onboarding and success plans aligned to their business objectives .

Drive consistent adoption and utilisation of Sphera’s products across the customer lifecycle.

Ensure CSMs are proactively demonstrating the value and business outcomes delivered through Sphera’s solutions.

Identify trends and opportunities to improve product adoption, customer engagement, and overall customer experience.

Partner with Product and other internal teams to ensure customer feedback is incorporated into product and service improvements.

Establish and monitor key Customer Success metrics, including retention, churn, renewal performance, customer health, adoption, and expansion.

Use CRM and Customer Success platforms such as Salesforce, Clari, Vitally or similar tools to drive data-informed decision making.

Develop and maintain accurate forecasting and reporting for the EMEA Customer Success organisation.

Identify trends and patterns across customer data and translate insights into actionable strategies.

Continuously improve Customer Success processes, systems, and ways of working to increase team effectiveness and customer outcomes.

Provide regular updates and insights to senior leadership on the health and performance of the EMEA customer portfolio.

Partner closely with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience.

Establish strong collaboration between Customer Success and Sales to ensure effective account planning, renewals, and expansion.

Work with Product and Engineering teams to escalate customer issues, product gaps, and feature requests and ensure appropriate follow-up .

Collaborate with Professional Services and Support to ensure successful implementation, adoption, and ongoing customer engagement.

Represent the voice of the customer within Sphera and influence internal priorities based on customer needs and market trends.

Recruit, onboard, and retain high-performing Customer Success talent across EMEA.

Develop clear career paths and growth opportunities for the Customer Success organisation.

Conduct regular performance reviews and provide ongoing coaching and feedback.

Identify capability gaps and implement training and development programmes to strengthen the team.

Create an environment that promotes collaboration, accountability, continuous improvement, and customer focus.

A high-performing , engaged, and accountable EMEA Customer Success organisation.

Strong customer retention and renewal performance across the region.

Increased product adoption and measurable customer value.

Strong identification and execution of expansion opportunities in partnership with Sales.

Consistent Customer Success processes and standards across EMEA.

Strong executive relationships with strategic customers.

Clear visibility into customer health, risks, opportunities, and team performance.

A strong pipeline of Customer Success talent and future leaders within the organisation.

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Sphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.