Director of Customer Success - EMEA

<h3>Company Description</h3><p><em>At Sana Commerce, we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.</em></p><p>It all started in 2007, with a pizza and a plan. <strong>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. </strong>We are in our next phase of growth and need ambitious leaders that can help scale our business by <strong>30%+ YoY </strong>growth.</p><p>As a Director 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.</p><p><strong><u>What you'll get:</u></strong></p><ul><li>The opportunity to make a huge impact at a scale-up organization;</li><li>Up to 3 weeks “work from anywhere” per year; </li><li>A hybrid working model – 3 days from the office, 2 days from home;  </li><li>A global and customized team onboarding program (9,1/10 rated by previous new hires). </li></ul><h3>Job Description</h3><p><strong><u>What you'll be doing:</u></strong></p><ul><li>Growing the Customer Success team and coaching them to achieve greater results;</li><li>Onboarding new team members;</li><li>Driving satisfaction, retention and expansion of the customers in their team;</li><li>Creating improvement plans based on data gathered;</li><li>Contributing to global initiatives to improve the customer experience and the team efficiency;</li><li>Engaging with customers, and acting as a senior escalation point for our customers.</li></ul><h3>Qualifications</h3><p><strong><u>What you'll bring:</u></strong></p><ul><li>At least a master’s or similar degree; </li><li>You are a Strong Customer Success leader with 10+ years of experience leading commercial-oriented Account Managers/Customer Success Managers; </li><li>You have experience leading teams across different countries within the EMEA market; </li><li>Knowledge of Customer Success theory and staying up to date with new trends; </li><li>You are an enthusiastic and creative leader with the ability to inspire others; </li><li>Experience working with complex (SaaS) software; </li><li>Fluency in English is a must. Dutch or German is highly preferred. Proficiency in any European language is a plus.</li></ul><p><strong><u>Who we are:</u></strong></p><p>So, what does it mean to be a part of the Sana Commerce team?</p><ul><li><strong>Entrepreneurial.</strong> Sana Commerce exists today because a few people had a great idea and brought that idea to life.</li><li><strong>Result-driven.</strong> 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.</li><li><strong>Customer-Centric.</strong> 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.</li><li><strong>Team spirit.</strong> At Sana Commerce, everyone is eager to help their colleagues and success is always a team effort.</li><li><strong>Learning mindset.</strong> Sana Commerce people are constantly looking to improve and challenge their existing knowledge base.</li></ul><p>Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Director 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. <strong>Apply now!</strong></p><h3>Additional Information</h3><p>#LI-MC1</p><p>#LI-Hybrid</p>