Customer Success Manager, Emea

NOTE: THIS IS A 100% REMOTE POSITION FROM ANYWHERE IN EUROPE; APPLICANTS MUST BE COMPLETELY BUSINESS FLUENT IN ENGLISH.

Cloud Academy is a hyper-growth upskilling and reskilling SaaS company, focused on enabling enterprise customers to have full transparency and control over their tech workforce skills readiness. In a rapidly changing cloud technical landscape where there is an increasing tech skills gap in the market, combined with the difficulty organizations are facing to retain tech talent and the demands for numerous technical certifications, companies need the ability to manage these skills at scale more than ever.

We help over 1000 customers visualize, assess, transform and measure their teams’ tech skills readiness through a unique Skills Intelligence Platform, powered by world-class cloud training content. Companies like Warner Media, Deloitte, JP Morgan Chase, and Walmart trust Cloud Academy with their technical cloud skills readiness at scale, so they can achieve their cloud business goals. We are a global team, with colleagues in over 14 countries worldwide. We are a diverse team that is innovative, collaborative, pragmatic and passionate about making an impact.

We thrive on a common vision, we obsess about our customers and learners, and we take pride in the quality of our work. Most importantly, we know that individually we are only as good as our teams are, and we always have each others’ backs. We are seeking driven, highly competent, and creative team players to join us on the next phase of our growth story, as we scale our winning products to help even more customers and learners.

To achieve our ambitious goals, we’re looking for a Customer Success Manager to join our Customer Success team. In this role, you will be responsible for delivering value to key business customers, developing strong relationships with clients that drive adoption and high customer satisfaction, and gathering customer insights to be shared with the Marketing and Product teams. You will also be working with the Sales team on expansions and renewals.

Cloud Academy is a product-first organization. Your passion for tech skills, personal development and well-designed SaaS enterprise products is a strong plus for this position.

This role will work with key and large customers within our customer base, and you will frequently interact and work side by side with our top leadership, reporting to our US-based VP of Customer Success.

**Responsibilities**

Successfully onboard Cloud Academy enterprise users by training them on the tools available, determining how Cloud Academy can help them meet their objectives, and creating a plan based on their goals.
- Brainstorm, design and help define training strategies at scale with the help of our Content team and with an internal framework based on customer needs and Cloud Academy proposals.
- Regularly work and sync with our Content team to understand how to help our customers succeed with their technology skills at scale.
- Work side by side with our Product leadership and product organization to create a constant feedback-loop that results in new and better features for our customers.
- Conduct regular account reviews, sharing metrics and insights to ensure that customers receive maximum value.
- Create and manage feedback loops, gathering actionable insights that will inform the product roadmap and the content roadmap.
- Deliver high levels of customer satisfaction and NPS.
- Regularly review and proactively work on your customers’ content and skills KPIs to constantly increase them to deliver results and make them successful.
- Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience.
- Regularly visit your assigned customers with our top leadership.
- Drive and facilitate expansions of our platform in each organization in coordination with our sales team.
- You will learn about technology skills and technology areas including Cyber Security, DevOps, Cloud Computing, and Project and Product Management.
- Ability to build strong relationships with people, understand their needs and goals, identify creative solutions, and manage action items through to completion.
- A desire to search for reasons and causes. You must possess the ability to synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
- Have a proven track record of delivering very high customer satisfaction scores.
- A passion for actively advocating for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while being empathetic to the processes and priorities of other teams.
- A strong internal drive to relentlessly sets aggressive short
- and long-term goals and possesses a desire to achieve them.
- Ability to identify ways to create new leads and other sales o