• Manage a few of our premier clients in close partnership with a Sales Account Director. • Lead client engagement, ensuring a seamless experience and measurable value from IDC’s services. • Serve as the bridge between the client and IDC's internal teams, feeding critical insights back to Sales and Analysts to deepen engagement and identify opportunities for growth and expansion. • Build and sustain trusted, long-term partnerships with clients by serving as a strategic advisor. • Navigate complex organizations to expand IDC’s reach and engage senior stakeholders. • Guide new clients through a structured onboarding journey in partnership with IDC’s onboarding team. • Represent the customer’s perspective internally by capturing feedback and collaborating with product, research, and services teams. • Monitor client engagement and usage trends to anticipate challenges and address risks before they escalate. • Partner with Sales Account Directors on renewal cycles, supporting with success planning.

• Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s powerful tools including but not limited to an overall understanding of API’s and CRM integrations • Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you touch • Lead personalized onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground running • Proactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of our platform. • Act as a key player in customer education by promoting self-serve resources such as our help center, public training sessions, and webinars • Partner closely with Account Management, sharing critical insights that shape renewal strategies, uncover upsell opportunities, and inform customer expansion plans • Leverage data from platforms like Catalyst, Salesforce, and Gong to track customer engagement, identifying and taking action on accounts in need of additional support

• Own the Internal Knowledge Base: Manage and maintain the Customer Success Delivery knowledge base, including content organization, page design, navigation standards, governance, and ongoing content hygiene. • Document How Work Gets Done: Partner with cross-functional teams to capture and publish end-to-end processes, workflows, and operating models that reflect how teams actually execute. • Maintain Content Accuracy and Trust: Serve as the editor and quality gate for internal documentation to ensure information is current, consistent, and aligned to how teams operate in the field. • Support Internal Communications: Build and distribute recurring internal communications such as Customer Success Delivery newsletters, program updates, and cross-team announcements. • Curate Customer-Facing Field Assets: Partner with Customer Marketing and internal stakeholders to source, organize, and publish approved customer-facing assets for CSMs, including touchpoint decks, narratives, and enablement resources. • Enable Change at Scale: Translate new programs, tools, and process changes into clear internal guidance so teams understand what is changing, why it matters, and where to find support. • Establish Content Governance: Maintain standards for content ownership, review cadences, versioning, and archiving to prevent outdated or duplicative information. • Reduce Friction for the Field: Continuously identify knowledge gaps and friction points that slow teams down and proactively improve how information is organized and delivered.

Role Description You’re an experienced people manager with a passion for technology, customers, and building high-performing teams. You have a proven track record of hiring, developing, and retaining Customer Success Managers, and you naturally think in terms of scalable systems, clear processes, and measurable outcomes. You’re comfortable balancing strategic thinking with hands-on execution. You know how to prioritise effectively, triage complex problems, and focus your team on the work that drives the greatest customer impact. You’ve spent significant time working directly with customers in technical, enterprise environments and have experience leading teams in Customer Success, Technical Account Management, or Solutions Consulting. What motivates you most is seeing customers successfully adopt a product, realise clear business value, and become long-term partners. You’re curious by nature and enjoy working closely with engineers, product managers, data scientists, and other technical experts to continuously deepen your understanding and improve the customer experience. As Regional Manager, Customer Success (EMEA) at Constructor, you will be responsible for leading and scaling a high-performing Customer Success team across the EMEA region. Your team will help customers increase revenue by improving search and product discovery experiences across their websites and mobile apps through successful integration and ongoing optimisation of Constructor’s platform. You will play a critical role in driving customer outcomes, retention, and expansion in the region, while acting as a key conduit between customers and internal teams. - Leading, coaching, and developing a team of Customer Success Managers across EMEA - Ensuring customers successfully go live and continue to see measurable value from Constructor’s product - Driving high standards of customer experience, adoption, and engagement across the region - Implementing and iterating on scalable processes and best practices to support team growth while improving service quality - Building and maintaining strong executive relationships within customer organisations - Reinforcing Constructor’s value proposition throughout the customer lifecycle, ensuring a seamless transition from sales to Customer Success - Acting as an escalation point for complex customer challenges and leading from the front when hands-on customer engagement is required - Enabling your team to navigate complex enterprise stakeholder environments, manage competing priorities, and align customers around shared goals - Helping shape clear internal and external narratives around customer needs, priorities, and success criteria - Partnering closely with Product and Engineering to prioritise customer-impacting work and manage engineering requests effectively - Continuously identifying opportunities to improve onboarding, integrations, and ongoing optimisation to drive stronger customer outcomes Qualifications - Several years of experience working directly with customers and large, complex organisations in a technical environment - Proven experience managing and developing Customer Success, Technical Account Management, or Solutions Consulting teams - Experience supporting enterprise customers and navigating multi-stakeholder organisations - Strong technical curiosity and the ability to confidently discuss product functionality and value with technical and non-technical stakeholders - Excellent communication, coaching, and interpersonal skills - Ability to quickly understand organisational dynamics, prioritise effectively, and align stakeholders around clear outcomes - Strong influencing skills and the ability to motivate both your team and cross-functional partners - A proactive, solutions-oriented mindset with the ability to learn quickly and adapt in a fast-moving environment - Genuine enjoyment of working with customers and solving new problems - Bonus: Fluency in multiple languages - Ability to work EMEA hours Benefits - Leave Package - Work From Home - Training & Development - Stock Option Plan - Paid Time Off