On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Marija Skobe-Pilley, Head of Customer Success (EMEA) at Clickup about leading a CS team in EMEA and working with EMEA customers.
Marija Skobe-Pilley is leading the European Customer Success team at the productivity platform ClickUp. She’s building and scaling a high-performing and productive success team with the main emphasis on culture, and personal and professional well-being.
Marija is also a founder of Women in Customer Success Podcast, a platform she created during the pandemic to provide a space for women to connect, inspire and champion each other. She is committed to bringing remarkable ladies to the show, from all career stages and backgrounds, to share their inspirational stories and practical tools to help others succeed and make an impact.
Like many other SaaS companies, ClickUp was expanding outside of the US and needed people on the ground. Marija joined as one of the first CS team members in EMEA and had the opportunity to discover and understand their customers so they could start supporting them in the best possible way.
In our discussion Marija helps answer some important questions about expanding customer success into the EMEA region:
- Clickup started in the US and is now grown in EMEA – What started first in EMEA?
- How do you lead the EMEA team, is there global alignment with the US based team too?
- How do you engage with customers here in EMEA versus US customers?
Some key takeaways from this discussion:
- Customers were so thrilled to have someone in the region. Finally they had someone they can speak within their own language and in their time zone
- We have weekly leadership meetings where we align on our goals and strategies
- We also do regular enablement sessions where we make sure to update all teams about any new processes, new initiatives or things that we want to implement
Make sure you listen to the full episode and let me know your thoughts in the comments!
