Head of Customer Success - Europe Remote

Who We Are:

At Cimpress Technology, we are dedicated to crafting cutting-edge, world-class software solutions to power our mass customization businesses, serving a vast customer base of over 17 million individuals worldwide and generating annual revenues in excess of US $2 billion. Our Mass Customization Platform (MCP) is a flexible ecosystem of modular, multi-tenant services that empowers Cimpress businesses to select tailored solutions that meet their unique needs, fostering rapid innovation in product launches, customer outreach, and fulfillment of customized orders. Our commitment to innovation retains our customer base and drives substantial revenue growth, as evidenced by Cimpress' revenue in FY23 from custom print products, signage, apparel, packaging, and more.

About the Role:

As a Head of Customer Success, you will be a part of the platform leadership team and at the forefront of our organization's customer success strategy. You will actively contribute to Product Strategy and Solutions to drive exceptional outcomes for Cimpress businesses. Your role will be pivotal in shaping and scaling our customer success initiatives and involves a range of responsibilities to ensure customer satisfaction, retention, and overall success. You will act as a trusted advisor to Cimpress businesses and guide them through the adoption, understanding, and ongoing use of our MCP capabilities.

This position will involve frequent traveling to various international sites within our Cimpress Businesses, including manufacturing facilities and third-party partners.

What You Will Do:

Near Term:

• Gain extensive knowledge of the mass customization industry and Cimpress businesses.
• Stay updated on MCP roadmaps, industry trends, and best practices.
• Rapidly cultivate connections with key stakeholders and customers, including General Managers (GMs), Chief Marketing Officers (CMOs), and Chief Technology Officers (CTOs) across Cimpress businesses.
• Develop a deep understanding of objectives, roadmaps, challenges, and requirements of Cimpress owned businesses.
• Define objectives and key results for the customer success organization in collaboration with the platform domain leaders and CTO.
• Set metrics to indicate what success looks like.

Long Term:

• Encourage, support, and increase the widespread adoption and active use of MCP’s products and services across various customers.
• Understand customers' unique needs and offer solutions to address their specific challenges.
• Help customers understand the platform's features and functionalities, enabling them to use it effectively.
• Proactively identify and address customer issues and concerns to enhance overall satisfaction.
• Promote regular customer engagement through check-ins, business reviews, and value-driven interactions.
• Foster collaboration with engineering, product, and support teams to deliver a unified customer experience.
• Collaborate across domains to design cross-functional solutions for complex customer challenges.
• Share insights and success stories with other customers to help them in decision-making.
• Continuously improve customer success processes and skills.
• Regularly assess and refine customer success strategies based on customer feedback and data.
• Provide ongoing training and development opportunities for Customer Support Managers (CSMs) and solution architects.
• Documentation and Reporting: Maintain accurate and up-to-date records of customer interactions, activities, and outcomes in appropriate systems and tools.

Your Qualifications:

At Cimpress, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you!

• 15+ years of experience in leading and scaling customer-facing organizations in a SaaS environment, including at least five years in a senior leadership capacity
• Demonstrated ability in collaborating with customers and in building powerful long-term relationships.
• Proven track record in communicating clearly and transparently and in welcoming critical feedback
• Previous experience in working in an asynchronous communication environment.
• Technical knowledge of modern application development and deployment.
• Exceptional communication and writing skills.
• Proven track record in problem-solving and in resolving conflicts with the aim to handle customer issues effectively.
• Strong understanding of technology products or services and can articulate technical concepts to non-technical audiences.

Nice to Have:

• Fluent communication in one or more European languages.
• Previous background working in the mass customization industry.

Why You'll Love Working Here:

Being at Cimpress means you don’t see work as just a building, a desk, or a manufacturing floor. You see it as a chance to advance in your career and life. We strive to give you everything you need to learn, grow, and succeed. We're constantly pushing boundaries and broadening our horizons through innovation, collaboration, and perpetual exposure to what’s next. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we call it another great day at work.

We're Remote-First:

In 2020, Cimpress adopted a remote-first operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and the ability to operate when they are most productive empowers them to be their best. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. While remote-first does not mean remote only, in the customer success role travel will be required.

Commitment to Diversity, Equity, & Inclusion:

We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect, and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer:

Cimpress Tech, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive, and, in fact, we strive to do more than the law requires.

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