Powell Software is recruiting a Team Lead Customer Success Manager (CSM) EMEA 

Powell Software is a fast-growing company revolutionizing the Digital Workplace experience. Our mission is to transform workplace collaboration by prioritizing job satisfaction and enjoyment, driving productivity and innovation. Through our intranet solutions, we create fulfilling user experiences that enhance performance, foster growth, and ignite innovation for organizations worldwide. 

As part of our commitment to the “Love Impact,” we believe that well-being at work is a key driver of business success. We transform intranets from simple communication tools into engaging, performance-boosting platforms that create a positive impact for employees and companies alike. 

To sustain our exponential growth, we are looking for a Team Lead Customer Success Manager (CSM) EMEA who will maximize Powell Software’s value across the EMEA region while leading and coaching a team of 3 Customer Success Managers. 

• Customer Retention & Growth: Drive customer retention and expansion strategies, ensuring CSMs execute success plans, mitigate risks, and maximize product adoption. 

• Customer Advocacy & Engagement: Foster strong customer relationships, identify referenceable customers, and contribute to customer advocacy programs (e.g., testimonials, case studies).  

• Team Leadership: Manage, coach, and develop a team of CSMs, setting clear objectives, providing regular feedback, and ensuring their professional growth. 

• Operational Excellence: Establish and refine processes, tools, and best practices to improve team efficiency and scalability. 

• Collaboration: Work cross-functionally with Sales, Professional Services, Product, and Support teams to deliver an exceptional customer experience. 

• Data-Driven Decision Making: Monitor KPIs related to retention, adoption, and satisfaction, and implement strategies for continuous improvement.

To be successful in this role, you should have the following qualifications and skills: 

Customer & Business Acumen 

• Strong ability to engage with customers, understand their needs, and proactively provide solutions. 

• Strategic mindset with a hands-on approach to problem-solving and execution. 

• Excellent business analysis skills to understand client challenges and assemble the right team to address them. 

Leadership & Collaboration 

• Proven experience in managing and developing a small team. 

• A collaborative leader who fosters teamwork and professional growth. 

• Strong communication and interpersonal skills, with the ability to work cross-functionally in a dynamic environment. 

Project Management & Technical Skills 

• Experience in Digital Workplace implementation projects. 

• Expertise in Office 365 capabilities, particularly SharePoint, Teams, and Groups. 

• Strong organizational skills to manage multiple priorities effectively. 

 Mindset & Work Style 

• A self-starter with a proactive attitude and a bias toward action. 

• Comfortable in a fast-paced, international environment. 

• Passionate about delivering value to customers and driving impact through innovative digital solutions.

3 inteviews and one business case