Head of Customer Success - EMEA
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Rotterdam
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Customer Success
At Sana Commerce, we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.
It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors, and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.
As a Head of Customer Success - EMEA at Sana Commerce, will be responsible for managing a team of Customer Success Managers across Rotterdam, Dubai, the UK, and Germany, and driving continuous improvement of our customers' experiences and journeys.
What you'll get:
- The chance to make an impact at a scale-up organization;
- A hybrid working model – 3 days from the office, 2 days from home;
- A global and customized team onboarding program (9,1/10 rated by previous new hires);
- Up to 3 weeks “work from anywhere” per year;
- Being part of a 50% year-over-year growth software company.
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Want to know more about the role?
Monserrat Tapia
At Sana Commerce, we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.
It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors, and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.
As a Head of Customer Success - EMEA at Sana Commerce, will be responsible for managing a team of Customer Success Managers across Rotterdam, Dubai, the UK, and Germany, and driving continuous improvement of our customers' experiences and journeys.
What you'll get:
- The chance to make an impact at a scale-up organization;
- A hybrid working model – 3 days from the office, 2 days from home;
- A global and customized team onboarding program (9,1/10 rated by previous new hires);
- Up to 3 weeks “work from anywhere” per year;
- Being part of a 50% year-over-year growth software company.
What you'll be doing:
- Growing the Customer Success team and coaching them to achieve greater results;
- Onboarding new team members;
- Driving satisfaction, retention and expansion of the customers in their team;
- Creating improvement plans based on data gathered;
- Contributing to global initiatives to improve the customer experience and the team efficiency;
- Engaging with customers, and acting as a senior escalation point for our customers.
What you'll bring:
- At least a master’s or similar degree;
- 8-10+ years of experience in a customer-facing role, part of it in a Customer Success or Account management role in the EMEA market;
- At least 5 years of experience leading a team of Customer Success Managers (ideally located in different regions);
- Knowledge of the Customer Success Theory;
- You are an enthusiastic and creative leader with the ability to inspire others;
- Experience working with Complex (SaaS) software;
- Fluency in English is a must and proficiency in any European language is a plus. Dutch or German is highly preferred.
Who we are:
So, what does it mean to be a part of the Sana Commerce team?
- Entrepreneurial. Sana Commerce exists today because a few people had a great idea and brought that idea to life.
- Result-driven. We also know that being result-driven is about more than just KPIs. It’s about creating value, tackling challenges head-on, and supporting our colleagues in reaching their goals.
- Customer-Centric. We’re in it for the long haul. Through good times and bad, we stick together because we believe in our product, our promise, and our people.
- Team spirit. At Sana Commerce, everyone is eager to help their colleagues and success is always a team effort.
- Learning mindset. Sana Commerce people are constantly looking to improve and challenge their existing knowledge base.
Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Head of Customer Success - EMEA in a cover letter, we strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!
#LI-MT1
#LI-Hybrid
Want to know more about the role?
Monserrat Tapia
Hiring Process
“Looking back at the last 15 years, we acknowledge our wins, we learn from our losses, but most of all, we celebrate our people.”
- Michiel Schipperus
Former CEO of Sana Commerce
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Let's Get Social 🍟
Being social is good for your mental health. If you have concerns, stresses or worries, sharing these with someone who cares is one of the most effective ways to calm your nervous system and relieve stress. Whether it's at weekly in-office lunch, monthly drinks or in an online meeting, we encourage our colleagues to connect and support each other.
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And The Award Goes To 🥁
2022 was the year that Sana Commerce Sri Lanka found themselves on 3 lists from the Great Place to Work organization! We are immensely proud of this achievement and we have high hopes for 2023.
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We Celebrate Each Other! 🍾
We like to tell each other when someone is doing a great job, because everyone deserves a moment in the spotlight!
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