Team Manager, Customer Success (EMEA)

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our unique data and solutions empower over 4,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies. In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

Why is this role so important at Similarweb?

As a Customer Success Team Manager at SimilarWeb, you will play a pivotal role in driving the success of our Customer Success team. You will lead, mentor, and develop a global team of Customer Success Managers, ensuring they drive value to our most strategic clients. You’ll be building and adopting best practices from within your team and driving proactive, cross-functional alignment regionally with your peers. Your deep understanding of digital intelligence and our platform will enable you to deliver strategic insights and solutions that meet our clients' unique needs. This role will report to the Director of Customer Success, EMEA.

Key Responsibilities:

• Team Leadership: Lead and mentor a team of ~6 experienced CSMs and drive a culture of client-centric, ownership and accountability mindset, to hit and exceed business targets.
• Performance Management: Monitor and evaluate team’s performance, providing regular feedback and coaching to ensure continuous growth and improvement.
• Training and Development: Analyze the team's current gaps and work constantly on closing them through upskilling training sessions and ongoing development programs for existing team members.
• Client Engagement: Build customer relationships and act as an escalation point as required. Monitor ongoing customer risk and effectively navigate internal resources for resolution.
• Collaboration: Work closely with account management, sales, product and marketing teams to ensure seamless client experiences and feedback loops.
• Market Expertise: Stay up-to-date with industry trends and competitive landscape to inform solution development and client recommendations.
• Reporting: Provide regular reports on team activities, performance metrics, and client feedback to senior management.
• Expansion Support: Provide technical and strategic support during the up/cross-sale process, including product demonstrations/pilots and solution proposals.

Qualifications:

• Managerial Experience: At least 3 years experience in leading a team of customer success managers in a Saas company.
• Experience: 5+ years of client-facing experience, managing Enterprise-level clients, driving value and engagement, owning retention targets
• Industry Knowledge: Deep understanding of digital marketing/competitive intelligence/data analytics area.
• Technical Skills: Proficient with Similarweb, Google Analytics, and/or other digital measurement or marketing tools - a HUGE plus
• Leadership Skills: Proven ability to lead, motivate, and develop a high-performing team, leading change management processes.
• Communication: Excellent verbal and written communication skills, with the ability to present complex solutions clearly and persuasively.
• Client Centric: Strong customer service orientation with a track record of delivering client success value.
• Analytical Skills: Strong problem-solving skills and the ability to think strategically and analytically.
• Education: Bachelor’s degree in Business, Marketing or a related field. Advanced degree is a plus.

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take the initiative and create meaningful change within the organisation. 

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also strongly emphasise community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.