Regional Director CSM

Job description

Let's build the future together! Teamtailor is an Employer Branding and an ATS SaaS platform used by over 13,000 companies, 250,000 users in 90 countries around the world 🌏. Working at Teamtailor means working at an international fast-paced tech company that offers an ideal workplace for those who want to have a real impact on the growth of an organization and are craving responsibilities. It also means having lots of fun 🥳. Building a diverse team with various backgrounds and expertise is at the core of Teamtailor since its very beginning and is truly part of its strength today! There are no typical profiles, each and every team member shares our vision and wants to be part of its success. That's why we're expanding our Customer Success department and looking for an experienced Regional Director CSM in Stockholm. Our mission is to have the most satisfied customers, and we are looking for a person to join our team and be a part of this global journey 🙌🏼 The Role The Regional Director CSM is responsible for driving operational excellence within the CSM function. This person leads and supports the CSM Team Managers, ensuring that daily execution runs smoothly, processes are followed, and customer cases are resolved efficiently. They act as a multiplier for the Director Customer Success, empowering the team to deliver consistent results while ensuring alignment with strategic decisions and direction. A key purpose of the role is to continuously strengthen customer experience and business impact, driving improvements in NPS, Net Revenue Retention (NRR), and overall customer satisfaction. Key Responsibilities Leadership & People Management Lead and support the CSM Team Managers in their daily responsibilities. Serve as the first escalation point for operational or customer-related challenges for Team Managers. Run structured 1:1s and coaching sessions with Team Managers to ensure consistency and growth. Operations & Execution Own the execution of agreed CS strategies, playbooks, and processes. Follow up and evaluate. Ensure customer cases are handled effectively and escalations are resolved at the right level. Drive accountability for core CS metrics (e.g., NRR, retention, adoption, health scores). Monitor workloads and ensure the team is operating efficiently. Process, Tools & Reporting Ensure tools, systems, and workflows are adopted and used consistently across the CSM organization. Manage reporting on CSM performance and team effectiveness. Provide insights to the Director Customer Success for continuous improvement, such as challenges, opportunities, bottlenecks, strengths, etc. Support the Director Customer Success with cross-functional projects. Decision-Making & Collaboration Act with mandate on day-to-day matters and operational decisions already aligned with strategy. Collaborate closely with the Director Customer Success, influencing decision-making through input and analysis. Escalate and align on strategic or structural decisions that go beyond daily execution. Success in this Role Looks Like Team Managers feel supported, coached, and empowered to lead their teams effectively. Daily CS operations run smoothly. Clear reporting and insights are consistently delivered, enabling better decision-making. Processes are followed and continuously improved. Key success indicators show measurable improvement, including higher NPS, stronger Net Revenue Retention (NRR), and increased customer satisfaction and engagement. The Director Customer Success can focus on strategic direction, knowing day-to-day execution is in safe hands. Experience & Requirements Proven experience leading and developing Customer Success teams, including 1:1s, performance reviews, feedback, and coaching. Experience running effective 1:1s, performance reviews, feedback sessions, and fostering team development. Skilled in managing day-to-day operations, including workload balancing, process compliance, and customer case handling, and consistent ways of working. Strong understanding of CS metrics and performance management, including NRR, retention, adoption, and NPS. With the ability to analyse data, identify trends and bottlenecks, and drive improvements. Experience with CS tools and systems (e.g., CRM, health scoring, reporting dashboards) and ensuring process consistency. Strong communicator and collaborator, able to influence and align Sales, CS, Support, and other teams around shared customer outcomes. Hans-on, structured, and dependable, with a strong sense of ownership and initiative, bringing clarity, stability, and energy to both the team and leadership. You will be offered Leading CSM Team Managers globally. Development opportunities. The opportunity to work with the market's best product. Fixed salary with commission benefits. Be part of a great multicultural team. We value your personality and we believe you're passionate about your work, ambitious, and work hard to reach your own goals!