Customer Expansion Team Leader Job at DocPlanner GmbH (Rome)

Senior Director, International Customer Experience

The Senior Director, International Customer Experience provides strategic leader...

Location

New Zealand , Wellington

Salary:

Not provided

Follett Software

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Management, or related field
advanced degree preferred
10+ years in customer experience, customer success, technical support, professional services or related post-sales functions
7+ years in a senior leadership role managing global or multi-regional teams, including customer experience, customer success, technical support, or related post-sales functions within a global software or technology company
Demonstrated ability to lead cross-functional, geographically distributed teams in a fast-paced, customer-focused environment
Strong operational management skills with experience optimising workflows, resources, and processes to drive efficiency and quality
Track record of improving customer satisfaction, retention, and engagement through strategic initiatives
Experience partnering with Product, Sales, Marketing, and Development teams to address customer needs and influence product direction
Expertise in developing and delivering scalable training, communication, and support programs
Strong problem-solving and decision-making skills, with the ability to manage complex or high-impact customer issues

Job Responsibility

Provide strategic leadership for all post-sales customer experience functions globally, including Technical Support, Customer Success and Professional Services
Work with CX leaders to improve business processes that improve our ability to support our customers effectively and achieve productive use of all Follett products and services
Work with the respective leaders to help improve operational efficiencies and the customer experience by identifying needs, addressing challenges, and optimising workflows
Foster collaboration and knowledge sharing among global support, success, and professional services teams, promoting a unified “global team” culture
Partner with Marketing and Sales to align on customer communications, promote new features, and identify opportunities for customer engagement
Maintain up-to-date expertise in company products and services, enabling the team to deliver accurate and informed services and support
Foster change management and new process implementation to enhance efficiency and the customer journey
Monitor customer satisfaction metrics, case ticket trends, utilization trends, implementation time to value metrics, project volume, and overall performance data to identify opportunities for improvement and report results to executive leadership
Oversee a global support team responsible for responding to customer inquiries via phone, email and online via a customer portal
Partner with product management and development to ensure customer-reported issues are documented, escalated, and addressed promptly, while contributing insights for product improvements

What we offer

Fully remote work
Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching
Company-paid disability and life insurance, with the option to enhance coverage through voluntary plans
Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time
Retirement savings with employer match, vesting every pay period
Flexible Spending Accounts for healthcare and dependent care
Optional supplemental coverages, such as accident, hospital, and critical illness insurance, identity theft and credit monitoring, and legal protection services
Meaningful recognition and tangible rewards that celebrate achievements, fuel motivation, and recognize both individual and team success

Fulltime

Corporate Account Handling Team Manager

The Corporate team Manager is responsible for managing a team of corporate accou...

Location

United Kingdom , Leeds

Salary:

60000.00 - 65000.00 GBP / Year

Lawes Consulting Group

Expiration Date

Until further notice

Requirements

Knowledge of the organisation, rules and procedures
Previous Sales / Customer Service experience
Excellent understanding of Commercial Classes of Business insurance
Previous experience of managing a team inclusive of development / coaching, one to ones and performance management is desirable but not essential
Full knowledge and understanding of the complaint’s procedure
Robust understanding of all policies, procedures and processes
Business focused and commercially aware
Influencing / Planning & Organisation
Strong Communication & Time Management skills

Job Responsibility

Referral point within the team for coaching, mentoring and workload management to ensure team members’ continuing development
Determine appropriate solutions, structure, price and placement strategies that meet the clients’ needs and deliver profitable business for a range of clients
Provide quality service to clients, covering all details of their insurance arrangements, to advise, review, arrange and secure the appropriate cover at a competitive premium
Use of MI to monitor and report on customer outcome KPIs and regulatory requirements (e.g. contract certainty, overdue renewals, renewals issued in good time)
Managing absence, including workloads during absences to ensure customers outcomes are still met
Carry out 1-1s with staff on a regular basis to ensure individual KPIs are being met
Carry out performance reviews as required and follow the correct procedure in doing so
Collaborate and communicate with other broking teams, including team leaders to ensure consistency and sharing of workload where required
Maintain data integrity by keeping records up to date throughout all systems
Collaborate with other departments within the brokerage to ensure the best service is provided to customers

Fulltime

Sr Manager, Client Success

The Senior Manager, Client Success is accountable for leading a team of Client S...

Location

United States , Multiple locations

Salary:

126700.00 - 228400.00 USD / Year

T-Mobile

Expiration Date

Until further notice

Requirements

Bachelor's Degree Seven (7) years of related professional experience, or a combination of education and experience deemed equivalent. (Required)
Minimum 5+ years of relevant experience in customer success, account management, or client-facing lifecycle roles. (Required)
3-5 years of experience with direct people leadership experience, preferably overseeing customer-facing teams in a B2B environment (telecom, SaaS, or enterprise services ideal). (Required)
3-5 years of demonstrated success leading teams responsible for account retention, adoption, and customer value realization. (Required)
Experience driving operational rigor through customer health metrics, lifecycle playbooks, and retention strategies. (Preferred)
Background managing executive-level customer relationships and overseeing performance in highly visible or regulated verticals (e.g., public sector, enterprise tech, healthcare) (Preferred)
Strong coaching and sustainment experience
skilled in reinforcing process adherence, developing team capability, and managing through change (Preferred)
Effective at navigating matrixed organizations, aligning cross-functional stakeholders, and removing roadblocks that impact customer delivery. (Preferred)
Customer Lifecycle Strategy: Proven ability to lead teams executing customer lifecycle strategies across onboarding, adoption, and renewal. (Required)

Job Responsibility

Team Leadership & Capability Development- This leader is responsible for building and developing a high-performing team of Client Success Managers (CLSMs). They will set and reinforce performance expectations aligned to core Client Success KPIs such as retention rate, customer adoption, and value realization. A key portion of this responsibility—approximately half—is dedicated to sustainment and capability elevation. The Senior Manager reinforces adherence to the Client Success model through coaching, success planning reviews, field routines, and feedback loops. They will lead regular team development activities, manage skill progression, and help embed best practices into daily execution. This focus on sustainment ensures lasting enablement and continuous improvement, allowing the team to scale with consistency and impact.
Strategic Customer Engagement –The Senior Manager plays a hands-on role in deepening executive-level relationships with key customers. They serve as the senior point of contact on complex issues, engage directly with customer stakeholders to reinforce the T-Mobile value proposition, and ensure the voice of the customer is represented in internal discussions. By participating in or leading strategic business reviews and overseeing retention plans, the Senior Manager strengthens customer loyalty and ensures alignment with business outcomes that matter to our largest and most strategic accounts.
Lifecycle Oversight & Play Execution – This role owns the operational performance of the Client Success team across the full customer lifecycle—from onboarding through adoption and renewal. The Senior Manager ensures that CLSMs consistently execute prescribed lifecycle plays and maintain rigorous focus on customer health. They oversee the creation and progress of customer success plans, evaluate the effectiveness of proactive interventions, and refine workflows to drive impact at scale. Their oversight ensures that success efforts are targeted, standardized, and measurable.
Cross-Functional Orchestration –The Senior Manager is accountable for enabling seamless collaboration between CLSMs and internal functions such as Sales, Implementation, Engineering, and Support. They proactively identify and remove roadblocks to execution, escalate cross-functional gaps, and ensure roles are clearly defined across lifecycle handoffs. By championing internal alignment and clarity, they ensure that customers receive a unified, coordinated experience from the broader account team and that internal dependencies do not hinder customer progress.
Data-Driven Performance Management –This role uses customer data and performance analytics to manage team effectiveness and to drive proactive interventions. The Senior Manager leverages tools such as the Account Health Dashboard, usage trend reports, and account-level KPIs to identify risks and opportunities. They guide their team in using data to inform outreach strategies, assess adoption gaps, and prioritize retention plays. In addition, they own the communication of team performance metrics to leadership and identify areas for continuous improvement based on empirical insights.
Strategic Contribution & Special Projects – The Senior Manager also plays a key role in advancing strategic initiatives within the Client Success function. This includes contributing to roadmap pilots, implementing new processes or tools, and leading special projects tied to churn reduction, revenue acceleration, or lifecycle transformation. They act as a thought partner to leadership and a change agent within the organization, continuously surfacing opportunities to improve how the team delivers customer outcomes at scale.

What we offer

competitive base salary and compensation package
annual stock grant
employee stock purchase plan
401(k)
access to free, year-round money coaches
medical, dental and vision insurance
flexible spending account
paid time off and up to 12 paid holidays
paid parental and family leave
family building benefits

Fulltime

Senior Manager, Customer Success (Enterprise Legal)

Everlaw is seeking an experienced Sr. Manager of Customer Success that meaningfu...

Location

United States , Oakland; New York

Salary:

163000.00 - 207000.00 USD / Year

Everlaw

Expiration Date

Until further notice

Requirements

At least 4 years of experience leading Customer Success or post‑sales teams in a SaaS environment, including direct people management, owning a book of business, and driving retention, expansion, and customer ROI
Strategic operator who can define a clear vision for your segment, translate it into concrete plans and goals, and adjust quickly based on data, risks, and changing customer needs
Strong people leader who develops talent to work largely autonomously: you coach, delegate thoughtfully, practice situational leadership, and provide direct, timely feedback while holding your team accountable to commitments to customers, Customer Success, and Everlaw
Champion diversity, equity, inclusion, and belonging in how you lead, make decisions, and build teams, ensuring every person has fair opportunities, feels welcomed, and is respected
Role model Everlaw’s standards and values, including in‑office expectations, meeting engagement, and cross‑functional collaboration, and you bring unwavering integrity to how you show up for your team and customers
Communicate with clarity, confidence and influence in writing, in presentations, and in conversation, proactively managing up and across to share status, surface risks, and build alignment with stakeholders
Deeply customer‑centric: you build credible, trusted, long‑term relationships, partner strategically to understand requirements, and proactively drive value, outcomes, and adoption across your portfolio
Consistently drive results, using data and insight to prioritize, make decisions, and execute in service of Everlaw’s growth and your customers’ success
Critical and innovative thinker who isn’t afraid to move quickly on customer and stakeholder expectations, while maintaining a thoughtful plan of action and clear rationale behind your decisions

Job Responsibility

Lead a team of Customer Success Managers and Customer Success Associates responsible for the entire post-sale client experience in our Legal Enterprise segment
Develop a team that provides an industry leading customer experience by partnering with clients on the segment-specific best practices for using Everlaw within their technology stack, managing escalations, and helping customers realize the full value of their investment in Everlaw
Deeply collaborate across the company, partnering with Sales, Business Development, Product, Engineering, Finance, Marketing and the rest of the Customer Experience organization (including Support and User Education) to ensure a value-driven user experience
Build, coach and manage a team of 7-8 Customer Success Managers and Customer Success Associates who are workflow experts, driving adoption and value through trusted partnership
Lead meaningful one-on-ones with your team, providing actionable guidance, thoughtful feedback, and supporting individual career growth goals
Develop a Customer Success roadmap for the Legal Enterprise segment, and then secure team enablement and implement processes to deliver the required outcomes
Create long-lasting, deep and strategic relationships with customers
Identify, track, innovate and deliver on customer metrics including case growth rate (NCR), net dollar retention (ARR), customer success qualified leads (CSQLs) and Moments that Matter (MtM) call to actions (CTAs)
Develop a strong relationship with Product and Engineering teams to drive product improvements from customer and team feedback
Autonomously collaborate cross-functionally to design and improve processes and drive an industry-leading customer experience

What we offer

Medical, dental, and vision
Wellness program
Paid parental leave
Professional development
Fully stocked kitchen
Equity program
401(k) retirement plan with company matching
Flexible Spending Accounts for health and dependent care expenses
Approximately 10 days (80 hours) per year of sick leave
Seventeen paid vacation days plus 11 federal holidays

Fulltime