Regional Director CSM

Aalto
Stockholm
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Communication","Collaboration","Data analysis"]

Lead the operational excellence of the Customer Success organization across a region by coaching and supporting CSM Team Managers, ensuring playbooks and processes are followed, and resolving escalations efficiently. Own execution of CS strategies and drive measurable improvements in customer experience and business impact through NPS, Net Revenue Retention (NRR), retention, adoption, and health scores. Partner with cross-functional teams and report insights to the Director Customer Success to enable continuous improvement.

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FursaFursa
Aalto
Aalto
1 week ago

Regional Director CSM

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead the operational excellence of the Customer Success organization across a region by coaching and supporting CSM Team Managers, ensuring playbooks and processes are followed, and resolving escalations efficiently. Own execution of CS strategies and drive measurable improvements in customer experience and business impact through NPS, Net Revenue Retention (NRR), retention, adoption, and health scores. Partner with cross-functional teams and report insights to the Director Customer Success to enable continuous improvement.
Location: Stockholm
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead and support CSM Team Managers in their daily responsibilities.
  • •Serve as the first escalation point for operational or customer-related challenges for Team Managers.
  • •Own 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 (NRR, retention, adoption, health scores) and provide reporting and insights to the Director Customer Success.

Key Requirements

  • •Proven experience leading and developing Customer Success teams, including running 1:1s, performance reviews, feedback, and coaching.
  • •Experience running effective 1:1s and performance feedback sessions that foster team development.
  • •Strong operational leadership experience, including workload balancing, process compliance, and consistent ways of working for customer case handling.
  • •Deep understanding of CS metrics and performance management (NRR, retention, adoption, and NPS), with the ability to analyze trends and drive improvements.
  • •Experience with CS tools and systems (e.g., CRM, health scoring, reporting dashboards) and ensuring process consistency.
Experience:SaaS
Skills:LeadershipCoachingCommunicationCollaborationData analysis
Tech Stack:CRMHealth scoringReporting dashboards

Company Brief

Aalto
Develops high-altitude platform systems that provide persistent stratospheric connectivity and observation services. The company’s aircraft-like platforms are designed to stay aloft for extended periods for telecom, surveillance, and environmental applications.
Industry: Space Technology
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Headquarters: Farnborough, United Kingdom
WebsiteLinkedIn