Senior Manager, Customer Success- EMEA
United Kingdom
Operations – Customer Success /
Full-time /
Remote
What We’re Building
Honeycomb is a service for the near and present future, defining observability and raising expectations of what developer tools can do! We’re working with well known companies like HelloFresh, Slack, LaunchDarkly, and Vanguard and more across a range of industries. This is an exciting time in our trajectory, we’ve closed Series D funding, scaled past the 200-person mark, and were named to Forbes’ America’s Best Startups of 2022 and 2023! If you want to see what we’ve been up to, please check out these and .
Who We Are
We come for the impact, and stay for the culture! We’re a talented, opinionated, passionate, fiercely inclusive, and responsible group of bees. We have conviction and we strive to live every day. We want our people to do what they truly love amongst a team of highly talented (but humble) peers.
How We Work
We are a remote-first company, which means we believe it is not where you sit, but how you deliver that matters most. We invest in our people and care about how you orient to our culture and processes. At the same time we imbue a lot of trust, autonomy, and accountability from Day 1.
Little more about the team:
You'll be joining and leading a small but rapidly growing Customer Success team that's expanding our footprint in the EMEA region. We're passionate about driving customer success and enhancing the impact of observability across diverse industries.
In EMEA, you'll collaborate closely with other members of our customer success team, including Support Engineering and Customer Architecture teams, and will help lead their interactions with customers. Together, we'll build a cohesive team dedicated to delivering exceptional value and service to our customers while scaling our presence in the region.
What you'll do in the role:
Healthy and Inclusive team builder:
- Proven ability to lead, mentor, and develop high-performing, diverse teams with a strong track record in a leadership position.
- Demonstrated experience in building a supportive team environment that encourages collaboration, respect, and open communication.
Strategic thinking that moves mountains:
- Strong strategic mindset: you will develop and implement customer success strategies that drive product adoption, retention, expansion, and satisfaction.
- Builder: ability to design and optimize scalable processes in a rapidly growing environment, ensuring efficiency and effectiveness.
- Data-driven: you will use data to drive decision-making, leveraging insights from performance metrics and KPIs to achieve significant results.
Courageous communicator and motivator:
- Engage Effectively: You will communicate clearly with technical teams, executive audiences, and customers, ensuring alignment and understanding.
- Handle Critical Issues: You will confidently manage critical customer issues and escalations, acting as a trusted escalation point.
- Inspire Teams: You will motivate and inspire team members and stakeholders to work towards common goals and overcome challenges.
Develops self and others:
- Commit to Continuous Learning: You will stay current with industry trends, Honeycomb technologies, and product offerings to effectively guide the team and customers.
- Mentor Team Members: You will invest in your team’s professional development through mentorship, coaching, and providing growth opportunities.
- Foster a Learning Culture: You will encourage a culture of learning and improvement, enabling team members to develop their skills and advance their careers.
Think like an owner:
- Take Ownership: You will take full responsibility for customer success strategies and their execution to drive overall business objectives.
- Proactively Address Challenges: You will identify and address challenges proactively, ensuring the success of the team and the organization.
- Align with Company Goals: You will align team goals with company objectives, thinking holistically about business impact and long-term success.
What You'll bring to the role:
-Experience: Team building and leadership experience in Customer Success, Technical Account Management, or related roles within the SaaS or Enterprise software industry.
-Leadership Skills: demonstrable track record and ability to build, lead, mentor, and develop high-performing teams.
-Strategic Mindset: Strong ability to think strategically while managing day-to-day operations.
-Organizational Skills: Exceptional ability to handle multiple priorities and projects Orientation: Deep understanding of the enterprise software subscription lifecycle and a knack for developing and documenting processes in a scaling environment.
-Communication Skills: Excellent written and verbal communication skills, capable of engaging with both technical and executive audiences.
-Data Savvy: Experience with customer facing and data analytics systems with the curiosity to explore and discover new insights.
What you'll get when you join the Hive:
-Base + bonus for on target earnings (OTE) of £187,500 - £215,000
-A stake in our success - generous equity with employee-friendly stock programIt’s not about how strong of a negotiator you are - our pay is based on transparent levels relative to experience
-Time to recharge - Unlimited PTO and paid sabbatical
-A remote-first mindset and culture (really!)
-Home office, co-working, and internet stipend
-100% employee/75% for dependents coverage for all benefits
-Up to 16 weeks of paid parental leave, regardless of path to parenthood
-Annual development allowance
-And much more...
Diversity & Accommodations:
We're building a diverse and inclusive workplace where we learn from each other, and welcome nontraditional candidates, and people of all backgrounds, experiences, abilities and perspectives. You don't need to be a millennial to join us, all gens are welcome! Further, we (of course) follow federal and state disability laws and are happy to provide reasonable accommodations during the application phase, interview process, and employment. Please email to discuss accessible formats or accommodations. As an equal opportunity employer our hiring process is ; if we can do better - we want to know!
