Manager, Customer Success - EMEA and APAC

London, UK | Customer Success | Full-time

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Tubular Labs is a video intelligence Saas product used by thousands of people at the top global media companies and brands. Our Enterprise customers include Buzzfeed, Viacom, Red Bull, LADBible, Discovery, and Channel 4 and hundreds more. Committed to empowering the success of progressive video teams using Tubular, our Customer Success team has a physical presence in San Francisco, Los Angeles, New York City, Singapore, and London where we work hand in hand with our customers to enable business outcomes using the data and insights from the Tubular software.
We are looking for a Manager of Customer Success based in London to manage our EMEA and APAC Customer Success Organization. In this role, you will be responsible for the overall success of the portfolio of EMEA and APAC customers while leading a high-performance Customer Success team and serving as an advocate and liaison between our EMEA and APAC customers to Customer Success leadership and internal cross-functional teams that span Sales, Services, Product, Operations and others.

Key responsibilities:

  • Enable success for enterprise customers across 12-month Saas lifecycles, resulting in industry-leading renewal and upsell rates for the EMEA and APAC customer portfolio
  • Role model and coach the trusted advisor relationship with customers such that all activities are closely aligned with customers’ business case and strategy, allowing them to recognize the full value of working with Tubular
  • Use quantitative and qualitative analysis, empathy and enquiry to drive operational excellence in the areas of customer engagement in your market
  • Identify, represent and disseminate customer best practices from your market across the global CSM team (and vice versa) to ensure we are always providing value at the forefront of the rapidly evolving video landscape
  • Champion, drive and occasionally create tools and processes with the CSM team to ensure deep engagement and lifetime value of our customers
  • Serve as escalation point for customer issues from your market to ensure they are resolved quickly
  • Ensure customer feedback from your market is communicated internally to enable ongoing improvement of Tubular products and services
  • Partner with Sales to ensure growth target attainment and ensure all EMEA and APAC customer renewals
  • Recruit, develop, and manage CSM’s for our EMEA and APAC based customers

Skills we are looking for:

  • 5+ years of Enterprise Saas Customer Success experience working with Enterprise customers in the digital video, online data/research, measurement/analytics; experience working with leading brands, agencies and media companies a plus
  • Demonstrated expertise in enabling success for six- and seven-figure enterprise customers across 12-month Saas lifecycles, leading to industry-leading renewal and upsell rates
  • Enthusiastic leader and creative problem-solver with proven ability to motivate and focus a results-oriented team
  • Excels with data-driven decision making and creating a performance and metrics focused culture
  • Strong analytical, verbal and written communication skills with exceptional organizational skills
  • Hands-on experience implementing technology products for use by external customers
  • Drive NPS and customer satisfaction results and created programs that increase these elements
  • Strong empathy for customers AND passion for revenue growth
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