Job Description

Description

We are seeking a high performing Customer Success Leader to drive retention, growth, and customer satisfaction across the International (EMEA and APAC) region. This role can be hired at either Manager or Director level, depending on experience and scope. You will be responsible for leading a team of Customer Success Managers to deliver exceptional outcomes for our customers and for Zappi. You'll own usage (revenue), GRR and NRR performance, coach world-class SaaS CSMs, execute strategic initiatives within the team, across regions, and cross-functionally, and serve as a sr. escalation point for our customers. You will ensure alignment with our VHAG (Value, Health, Advocacy, Growth) operating model.

This is both a people and business leadership role, requiring operational excellence, cross-functional collaboration, and a customer-centric mindset.

Key Responsibilities

Key Responsibilities

1. Achieving our usage and revenue targetsOwn regional Usage, NRR, and GRR goals Lead forecasting and risk escalation processes using data from SFDC, Tableau and other tools. Set and manage globally aligned OKRs and establish a performance management framework. Own budget, team allocations, growth targets, and cost-efficiency initiatives..
2. Team Leadership and DevelopmentProvide clear leadership for regional Customer Success teams, including performance coaching, goal setting (OKRs), and onboarding new team members. Invest in CSM development through structured training, feedback, and mentorship. Lead your region through internal transformation toward our company vision and support customers in shifting from traditional insights to SaaS-driven insights. Collaborate with Revenue Operations to align on enablement plans and data storytelling. Present weekly metrics and context to senior leadership and support high-impact customer meetings as needed
3. Team Leadership and DevelopmentProvide clear leadership for regional Customer Success teams, including performance coaching, goal setting (OKRs), and onboarding new team members. Invest in CSM development through structured training, feedback, and mentorship.
3. Performance ManagementUse data and insight to set high standards and drive team accountability through 1-1s, reviews, and structured check-ins. Ensure the team is delivering to VHAG (Value, Health, Advocacy, Growth) and measurable business outcomes. Review and coach using tools like Gong, Tableau, SFDC, Notion, and other Zappi tech stack.
4. Process Optimisation & Strategy ExecutionCollaborate with SVP, CCO, Enablement and Director of CS Americas to implement, execute and drive adoption of strategies, best practise processes and playbooks, and data driven metrics for success. Continuously evaluate and improve CS processes in collaboration with CS Ops and peers. Map and execute regional strategies aligned to the SVP's vision, influence the customer journey from pre-sale to scale, and collaborate across functions.
6. Cross-functional CollaborationAct as a bridge between Customer Success and Product, Sales, Support, Revenue Operations, Marketing, and Enablement. Ensure your team is informed and aligned on business priorities, product changes, customer needs and value our product and services can deliver to customers. Represent CS in strategic internal and customer-facing forums.
7. Recruiting & Resource ManagementLead recruitment, onboarding, and development of team members using structured interviews and data-driven capacity, cost and compensation planning, in collaboration with CS Leadership. Allocate resources effectively to support team growth and operational efficiency.
8. Building a Customer-Centric CultureFoster a high-performing, value-driven culture focused on curiosity, innovation, and customer centricity. Empower your team to adapt to customer cultures and time zones, and be confident public speakers and change agents. Regularly engage the team using insights from Gong, Groove, Zoom, Loom, and other tools.

Skills, Knowledge and Expertise

5+ years proven experience in managing a customer success team, preferably in a Market Research SaaS environment Strong understanding of data-driven decision-making using platforms such as SFDC, Tableau, and HiBob. Exceptional communication and leadership skills, with experience in leading teams through change. Ability to collaborate across departments to enhance the customer journey and internal processes. Experience with onboarding, developing, and coaching CSMs to drive customer satisfaction and retention. Strong analytical skills and a solid track record in managing key CS metrics (e.g. GRR, NRR, churn, NPS). Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making .Experience and interest in technology, marketing, market research, consumer insights, and contributing to the growth of large organizations. Self motivated; you're actively looking for ways to improve and standardize the role. If you see a problem, you take an active role in solving it.

Benefits

Three company-paid mental health days per year (these are pre-scheduled, so the entire company can take the same days off regularly to reset) Unlimited holidays - we want well rested and motivated teams so encourage people to take plenty of time off. We don't cap your allowance, but do set a minimum of at least 20 days per year plus national holidays. Private medical healthcare cover. Group risk, life & disability contributions Flexible working arrangements, including remote (upon agreement) Thoughtfully designed offices to support both individual work and collaboration without interrupting others Support setting up your home office, if appropriate (chair + desk, etc) Wellbeing benefits such as free yoga and access to trained therapists / counselors Enhanced parental leave policies. Tailored personal development through training allowances, coaching, mentorship and career frameworks

About Zappi

Zappi is a leading consumer insights platform that connects brands with consumers. Through AI-powered software that delivers connected insights, Zappi empowers brands to make faster, smarter, and consumer-driven decisions by leveraging real-time, continuous consumer feedback.



Trusted by over 350 brands worldwide, Zappi helps create successful products, develop impactful ads, and build winning brands by keeping the voice of the consumer at the heart of every decision.