Regional Customer Success Manager EMEA

About Horizons

At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!

We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.

About the role

As a Regional Customer Success Manager at Horizons with a focus on our global clientele seeking international expansion, you will play a pivotal role in the client onboarding experience, ensuring our clients successfully transition into and utilize our suite of services. You will be the primary point of contact post-sale and throughout the customer lifecycle. By understanding our clients' unique needs, cultural nuances, and business goals, you will ensure that they derive maximum value from our solutions. Your role will not only ensure a seamless onboarding experience but also provide ongoing support as these businesses expand in foreign markets.

Key Responsibilities:

• Manage and mentor your team of Customer Success Agents, providing guidance and support to ensure their professional growth and success.
• Recruit, onboard, and train new team members as the Customer Success team expands.
• Foster a collaborative and results-driven team culture focused on delivering exceptional customer experience and driving client success.
• Personally manage a portfolio of key clients, serving as their primary point of contact and advocate within the company.
• Build strong relationships with clients, understand their business needs and objectives, and proactively identify opportunities to drive value, satisfaction, and retention.
• Define, document, and continuously improve customer success processes alongside the customer journey, including client onboarding, client review meetings (QBR, monthly check-ins, etc.), client off-boarding, and client interfaces with other teams.
• Implement tools and systems to streamline processes and enhance efficiency in delivering customer success initiatives.
• Establish key performance indicators (KPIs) within the department for measuring customer success and satisfaction, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), retention rates, and growth of business.
• Monitor, analyze, and report on team KPIs regularly, identifying trends, areas for improvement, and growth opportunities.
• Develop and implement a process for collecting client feedback, including surveys, interviews, and other methods, to understand client satisfaction and identify areas for improvement.
• Conduct root cause analysis to address underlying issues contributing to client dissatisfaction and drive corrective actions to improve overall client experience.
• Collaborate closely with sales, onboarding, support, and operations teams to ensure alignment and coordination in delivering a seamless and exceptional client experience.
• Act as a liaison between the Customer Success team and other departments to share insights, address client needs, and drive customer-centric initiatives.

Qualifications:

• Bachelor's or higher degree.
• 6+ years of experience in a customer success or client-facing role working with international clients, preferably in EOR, HR services or related fields.
• Fluent in English.
• Strong understanding of international business cultures and the challenges faced when expanding abroad.
• Exceptional communication, presentation, and interpersonal skills with a global mindset.
• Ability to work independently and in a team environment across diverse teams.
• Proficiency with CRM software and other relevant tools.
• Customer oriented and passionate about delivering exceptional client experiences.

What it's like working at Horizons

Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.

Our amazing team and environment. Working at Horizons means you're working on something very exciting: Allowing every person on the planet to have access to equal opp