Sr. Director, Customer Success EMEA (R5413)

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At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

We’re looking for a dynamic Enterprise Customer Success Leader to lead a large team of expert individual contributors within EMEA and oversee our Enterprise clients' journey from end-to-end.

You'll actively partner with our Direct Sales Team to develop, scale, and grow our post-sales Customer Success function, responsible for enterprise renewals, upsells, strategic initiatives, and being a core part of our Global and EMEA Leadership Teams.

Are you passionate and experienced at making customers successful, fostering and developing relationships with large, strategic clients, and great at leading and motivating a high-performing team? If so, we would love to hear from you.

What You Will Be Doing:

  • Leading and growing a team of Customer Success Managers
  • Being responsible for the full portfolio of Enterprise customers, measured on both renewal and upsell rates
  • Leading and guiding the entire post-sales customer lifecycle, including onboarding, ongoing initiatives, and renewal phases
  • Strategizing with the direct sales organization on account planning, growth, and renewals
  • Acting as an escalation point for renewals strategy, critical account issues, and ongoing account planning
  • Accurately forecasting renewals and upsells
  • Providing leadership and vision to Global Leadership Team, spearheading a number of strategic initiatives

What You Bring Along:

  • Dynamic people leadership skills and experience leading and growing experienced teams
  • Minimum of 10 years of experience in a CSM, Technical Account Management or Sales related role in a relative and fast-paced technology company
  • Minimum of 5 years in a post-sales, Customer Success Leadership role, overseeing a team of individual contributors
  • Track record of developing close relationships with sales and other related organizations
  • Ability to manage and lead internal strategic initiatives
  • Demonstrated experience building the processes and procedures of an evolving team
  • Strategic, analytical thinker who isn’t afraid to roll up their sleeves and get into the weeds
  • A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals
  • An understanding of Software Development life cycles and project management skills
  • A deep understanding of Big Data and the techniques used to build modern complex data systems at scale
  • Effective communicator of programs and concepts at all levels
  • High degree of integrity and honesty; demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations

Bonus Points:

  • Knowledge of Big Data, Cloud, NoSql, Search, and Logging products
  • Experience working in a global organization and start-up environment
  • Experience in technical architecture design

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match donations 1:1 up to $1500 USD (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love.
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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