{"id":495482,"url":"https://alion.io/job/ruby-central-regional-director-csm","title":"Regional Director CSM","company":{"id":18226,"name":"Teamtailor","domain":"teamtailor.com","url":"https://alion.io/company/ruby-central-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":96,"open_postings":13,"ghost_share":0,"stale_share":0.154,"repost_share":0,"time_to_fill_p50_days":51,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Stockholm, Sweden"],"countries":["SE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":85000,"max_usd":190000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2174},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-01T10:01:07Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-31T09:11:50Z","board_verified":true,"closed_at":null,"days_open":60,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":59},"description":"Let's build the future together!\nTeamtailor is an Employer Branding and an ATS SaaS platform used by over 13,000 companies, 250,000 users in 90 countries around the world .\nWorking at Teamtailor means working at an international fast-paced tech company that offers an ideal workplace for those who want to have a real impact on the growth of an organization and are craving responsibilities. It also means having lots of fun .\nBuilding a diverse team with various backgrounds and expertise is at the core of Teamtailor since its very beginning and is truly part of its strength today! There are no typical profiles, each and every team member shares our vision and wants to be part of its success.\nThat's why we're expanding our Customer Success department and looking for an experienced Regional Director CSMin Stockholm. Our mission is to have the most satisfied customers, and we are looking for a person to join our team and be a part of this global journey\nThe Role\nThe Regional Director CSM is responsible for driving operational excellence within the CSM function. This person leads and supports the CSM Team Managers, ensuring that daily execution runs smoothly, processes are followed, and customer cases are resolved efficiently. They act as a multiplier for the Director Customer Success, empowering the team to deliver consistent results while ensuring alignment with strategic decisions and direction.\nA key purpose of the role is to continuously strengthen customer experience and business impact, driving improvements in NPS, Net Revenue Retention (NRR), and overall customer satisfaction.\nKey Responsibilities\nLeadership & People Management\nLead and support the CSM Team Managers in their daily responsibilities.\n\nServe as the first escalation point for operational or customer-related challenges for Team Managers.\n\nRun structured 1:1s and coaching sessions with Team Managers to ensure consistency and growth.\n\nOperations & Execution\nOwn the execution of agreed CS strategies, playbooks, and processes. Follow up and evaluate.\n\nEnsure customer cases are handled effectively and escalations are resolved at the right level.\n\nDrive accountability for core CS metrics (e.g., NRR, retention, adoption, health scores).\n\nMonitor workloads and ensure the team is operating efficiently.\n\nProcess, Tools & Reporting\nEnsure tools, systems, and workflows are adopted and used consistently across the CSM organization.\n\nManage reporting on CSM performance and team effectiveness.\n\nProvide insights to the Director Customer Success for continuous improvement, such as challenges, opportunities, bottlenecks, strengths, etc.\n\nSupport the Director Customer Success with cross-functional projects.\n\nDecision-Making & Collaboration\nAct with mandate on day-to-day matters and operational decisions already aligned with strategy.\n\nCollaborate closely with the Director Customer Success, influencing decision-making through input and analysis.\n\nEscalate and align on strategic or structural decisions that go beyond daily execution.\n\nSuccess in this Role Looks Like\nTeam Managers feel supported, coached, and empowered to lead their teams effectively.\n\nDaily CS operations run smoothly.\n\nClear reporting and insights are consistently delivered, enabling better decision-making.\n\nProcesses are followed and continuously improved.\n\nKey success indicators show measurable improvement, including higher NPS, stronger Net Revenue Retention (NRR), and increased customer satisfaction and engagement.\n\nThe Director Customer Success can focus on strategic direction, knowing day-to-day execution is in safe hands.\n\nExperience & Requirements\nProven experience leading and developing Customer Success teams, including 1:1s, performance reviews, feedback, and coaching.\n\nExperience running effective 1:1s, performance reviews, feedback sessions, and fostering team development.\n\nSkilled in managing day-to-day operations, including workload balancing, process compliance, and customer case handling, and consistent ways of working.\n\nStrong understanding of CS metrics and performance management, including NRR, retention, adoption, and NPS. With the ability to analyse data, identify trends and bottlenecks, and drive improvements.\n\nExperience with CS tools and systems (e.g., CRM, health scoring, reporting dashboards) and ensuring process consistency.\n\nStrong communicator and collaborator, able to influence and align Sales, CS, Support, and other teams around shared customer outcomes.\n\nHans-on, structured, and dependable, with a strong sense of ownership and initiative, bringing clarity, stability, and energy to both the team and leadership.\n\nYou will be offered\nLeading CSM Team Managers globally.\n\nDevelopment opportunities.\n\nThe opportunity to work with the market's best product.\n\nFixed salary with commission benefits.\n\nBe part of a great multicultural team.\n\nWe value your personality and we believe you're passionate about your work, ambitious, and work hard to reach your own goals!","description_format":"text","description_chars":4985,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Branding"],"lifecycle":[{"event":"open","at":"2026-09-07T04:43:25Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-31T06:23:40+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":45,"band":"ok","label":"Likely open","p_open":1,"p_active":0.822,"p_room":0.55,"age_days":59,"expected_fill_days":51,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/ruby-central-regional-director-csm","json_url":"https://alion.io/job/ruby-central-regional-director-csm.json","meta":{"generated_at":"2026-10-31T10:42:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16451,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":18226},"rest":"https://alion.io/mcp/rest/get_company?id=18226"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fruby-central-regional-director-csm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fruby-central-regional-director-csm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fruby-central-regional-director-csm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ruby-central-regional-director-csm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fruby-central-regional-director-csm"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":495482}},{"tool":"search_jobs","arguments":{"company":"teamtailor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":495482},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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