Senior Director of EMEA Customer Success

• Lead, staff, and strategically grow the EMEA Customer Success organization, encompassing multiple teams and locations across EMEA
• Provide executive leadership and strategic direction to Customer Success Managers and Technical Success Managers, fostering a high-performance culture and ensuring operational excellence across all EMEA teams
• Provide leadership through coaching, feedback, development goals, and performance management
• Mentor managers and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the JFrog products and platform
• Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how JFrog addresses their immediate and future needs (with success metrics)
• Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
• Well-versed in using case management systems and CRM's (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment
• Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team
• Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team
• Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption
• Own and drive customer adoption and usage for the JFrog customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
• Understand the customer's industry trends, business challenges with the JFrog platform, and current and potential use cases for JFrog customers and develop and nurture JFrog champions within your customer's organization who advocate for the platform based on their positive experience
• Engage customers' senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention
• Partner with the JFrog Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.)

• Excellent management and leadership and able to gain the respect of a high-performing Customer Success team
• 10+ years of experience with Customer Success Managers and Technical Account Managers for an Enterprise software company
• At least 4 years in directly managing a technical team - hiring, performance issues, team motivation, attrition management, mentoring, career progressions, etc
• At least 2 years of managing customer success team managers
• Experience with supporting products with impact on business/productivity
• Experience with supporting international enterprise customers
• Excellent analytical and problem-solving skills
• Customer orientation and excellent interpersonal skills
• Excellent English verbal and written communication skills

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