Director Customer Success and Renewals (EMEA)

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

 

About the Role

We’re looking for a  Director of Customer Success and Renewals to craft and execute a comprehensive customer success strategy, onboard new customers, ensure existing customer consumption and renewals/expansions in EMEA in the Commercial segment. You will work alongside our sales, alliances, professional services, solution architecture and support teams to ensure we have the right partnerships to accelerate consumption and customer success, and secure on-time renewals.

 

This is a full-time position based out of our  Dublin office.

 

What You’ll Do

• Attain and exceed consumption targets on a monthly, quarterly and annual basis
• Define and execute the EMEA customer success and renewals strategy
• Drive customer success and NPS
• Renew and expand existing business, including complex renewal negotiations
• As business grows, continue building and developing a high performance CSM team from a team of 7, with potential to build in additional leaders within your organisation
• Communicate, collaborate and engage with the EMEA Senior Leadership Team and Global Customer Success leaders to drive success for your business
• Develop strategic plans with tactical execution to gain wallet share from existing customers and market share from the competition 
• Establish and maintain key customer and partner relationships
• Work with your team and global CS leaders to develop best-in-class templates and programmes, such as customer QBRs, tiered customer programmes, quick guides, onboarding resources, etc 
• Work with Product and other functions to help develop a PLG motion for the long tail, leveraging automation to increase consumption and renew/expand customers. 

 

Skills We’re Looking For

• Experience successfully leading high performing customer success, renewals, sales and/or account management teams across EMEA
• Experience with modern data solutions, ideally in an organization with a global presence 
• Leadership experience and acumen is a must
• Strong business acumen with the ability to create a business plan, build a strong business, accurately forecast and close business, and ensure consumption
• Experience working with cross functional teams including sales, alliances, solution architecture, sales engineering, professional services, support and product
• Strong sales methodology background such as MEDDPPIC and Command of the Message is preferred
• Experience with contract negotiations (discounts, T&Cs)

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Perks and Benefits

• 100% employer-paid medical insurance*
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team building activities
• Monthly cell phone stipend
• Recharge, reenergize, and pursue personal and professional goals with a 30 day paid leave after 5 years

*may vary by country - please reach out to your recruiter for more information

To learn more about Fivetran's benefits by region - click here.

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.     

Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to bet