Customer Success Lead (EMEA)

About ApprovalMax

ApprovalMax is award-winning B2B software used by businesses around the world to create robust financial controls. It streamlines the approval process for decision makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online and Oracle NetSuite to unlock powerful efficiencies for approvers and finance teams. The company is globally recognised and has won’ Xero App Partner of the Year’ four times since 2020 in different countries.

We are expanding and hiring a Customer Success Lead on a remote basis to help us grow the business. 

You will be responsible for:

• Maintaining a detailed understanding of products and services, assisting customers with questions and suggesting the best features/setup for their needs

• Promoting the value of the product among customers and upsell/cross-sell editions and functionalities (drive post-sales MRR growth)

• Regular engagement with your assigned customers to gauge satisfaction, address concerns and drive further adoption

• Managing the EMEA CS team, including the customer ticketing queue. This role is a Player-Coach role so you will also manage your own portfolio of our highest-value customers for whom you will be the primary point of contact

• Providing support via Zoom calls when customers need it. 

• Acting as an escalation point for any customer queries in the EMEA region. 

• Work closely with the Sales Lead (EMEA) to grow the EMEA region. 

• Contributing to optimising existing team processes and actively enhancing all Customer Success initiatives.

Desired Skills and Experience:

• Fluent English is essential 

• Right to work in the United Kingdom is essential 

• Excellent communication skills 

• 4+ years of experience in account management or customer success position (revenue-driven) preferred

• 2+ years of experience managing account managers or customer success managers preferred 

• B2B SaaS experience preferred

• Accounting knowledge would be preferred, but isn’t essential

• Experience in providing training preferred, but isn’t essential

This role is:

• Full-time and permanent.

What we offer:

• Growing international business with 10,000+ subscribers
• Regular performance-based compensation reviews
• 100% paid 20 business vacation days
• 100% paid 10 sick leave days
• Remote work, flexible hours
• Health & Wellness program - a bonus payment, which will cover 50% up to a total of 500 Euro annually of the amount spent on the following activities: medical services (except regular health insurance), fitness, sports activities (excluding sports equipment)
• Reimbursement of co-working space
• Reimbursement of professional development courses
• Parental leave support.