Vice President of Customer Success (GLO04884)

Global Delivery

Amsterdam

About Us

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore

We Are An Equal Opportunity Employer:

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

As the Vice President of Customer Success (CSM) for Europe, you'll be the driving force behind exceptional customer experiences, fostering a customer-centric approach across our European operations. You'll act as the voice of our customers, ensuring that all customer-facing teams are aligned to exceed satisfaction, retention, and growth goals.

Leading seasoned teams in Customer Success, Account Management, and Customer Support, you'll play a key role in enhancing customer loyalty and delivering measurable value. Your focus will be on driving revenue and retention strategies, developing high-impact customer success programs, and embedding a customer-first mindset throughout the organization.

Your influence will extend across cross-functional partnerships, as you collaborate closely with Sales, Product, and Marketing to build customer engagement strategies that reflect the unique dynamics of the European market. This role will be critical in executing strategies that not only meet but exceed customer expectations, ensuring a seamless, impactful experience at every stage of the customer journey.

Key Responsibilities:

Strategic Customer Success Leadership in Europe: Develop and implement a customer success strategy tailored to Europe, aligned with global goals.
Establish long-term success plans that meet regional market demands, regulatory environments, and industry trends.
Champion a customer-first culture as a core driver of business growth and retention.
Build and Lead a High-Impact Customer Success Team: Recruit, mentor, and manage a high-performing European Customer Success team, fostering an environment of excellence and collaboration.
Set measurable KPIs and customer success metrics to drive team performance and impact.
Conduct regular training and development to enhance team expertise in SaaS and customer success best practices.
Enhance Customer Retention and Growth Across Europe: Drive initiatives for customer retention, product adoption, and expansion by collaborating with Sales and Product.
Create onboarding, training, and support programs that maximize customer value and reduce churn.
Build trusted relationships with key accounts, acting as an escalation point and ensuring successful issue resolution.
Drive Cross-Functional Collaboration for Seamless Customer Experiences: Partner with Sales, Product, Marketing, and Support teams to align customer success strategies with broader company objectives.
Share customer feedback with Product teams to inform roadmaps that address regional needs.
Work with Marketing on advocacy programs, case studies, and customer-centric campaigns to drive retention and growth.
Customer Success Data & Analytics: Use data and customer insights to monitor customer health, identify trends, and proactively address challenges.
Measure and report on customer success KPIs (NPS, customer retention, expansion revenue) to inform strategy and decisions.
Communicate success metrics and customer feedback regularly to executive leadership, showcasing the impact of customer success efforts.

Job Requirement

Requirements:

Education: Bachelor’s degree required; MBA or advanced degree in a related field is a plus.
Experience:10+ years in customer success, account management, or customer-facing roles in SaaS or tech companies, with a focus on the European market. Proven success in leading large teams and meeting growth and retention targets at the VP or Director level. Strong knowledge of the European market and regulatory landscapes, especially within B2B SaaS.
Skills:Excellent leadership, communication, and relationship-building skills. A data-driven approach with proficiency in customer success software and analytics tools. Proven experience in driving customer loyalty, satisfaction, and revenue growth.

Why Join Us?

Lead the Customer Success function for a market-leading SaaS company in Europe.
Collaborate with a dynamic, global team focused on customer-centric innovation and growth.
Enjoy a competitive compensation package, flexible work options, and extensive growth opportunities.