VP Customer Success Management, Lisboa Lisboa

VP Customer Success Management, Lisboa
Lisboa
Lisboa, Lisboa, Portugal

Working at Core
Media is about working on exciting projects, for international customers, at global locations, with more than 220 great colleagues in order to shape the digital world. Join our team in Portugal.

The Vice-President of Customer Success Management (VP CSM) sets the strategic direction for the customer success organization, ensuring alignment between customer needs and company objectives. This role is responsible for driving
- centric initiatives, improving retention and expansion, and managing executive relationships with key customers. The VP CSM leads multiple teams, fostering a culture of continuous improvement and innovation within the customer success function.

Responsibilities:

• Define the strategic direction and vision for the Customer Success Management organization.
• Develop and implement initiatives and packages to improve customer retention, satisfaction, and growth.
• Ownership of Customer Success Programs, such as Customer Advisory Boards and
  - specific user communities, to engage customers, gather insights and improve retention.
• Manage executive relationships with key customers and act as a trusted advisor.
• Lead and mentor senior leaders within the customer success organization.
• Align customer success strategies with product, marketing, and sales initiatives.
• Drive continuous improvement efforts across the customer success function. Establish and track key Customer Success metrics (e. g. , NPS, CSAT, retention rates).
• Proactively identify risks, ensure successful renewal processes, and develop strategic initiatives to reduce churn.

Qualifications:

• Extensive leadership experience in customer success or account management.
• Strong strategic thinking with the ability to influence at the executive level.
• Proven experience managing large teams and fostering
  - functional collaboration.
• Excellent communication and relationship management skills.
• Ability to drive innovation and continuous improvement initiatives.
• Experience working with
  - level customers and managing executive relationships.

Benefits:

• A hybrid working model (remote + office).
• Flexible working hours.
• An onboarding program to guide you through all the company's departments.
• Several amenities and perks.
• Unique office space in the historical centre of Porto.
• All the benefits of a large corporation combined with an informal and friendly environment.
• A commitment to your development (we enjoy sharing and learning), with a career plan and regular feedback (regular 1-1 meetings and performance reviews).
• Health insurance.