Sean Reid
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Head of Customer Success - EMEA and Japac
County Dublin, Ireland
Résumé
Jobs
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Head of Customer Success - EMEA and JAPACSupermetricsApr 2026 - Current (7 months)- Head of Customer Success - UKI & LATAMSupermetricsJan 2026 - Apr 2026 (4 months)- Manage, inspire, and develop CSMs across UKI, Southern Europe, and LATAM, creating a culture of ownership, accountability, and continuous growth.
- Coach through context, not control. Help the team think strategically, prioritize what matters, and connect their work to business outcomes.
- Own regional performance (GRR, NRR, adoption, health) and turn insights into clear, actionable plans.
- Translate global strategy into local resonance, ensuring our playbooks, onboarding, and renewal motions succeed within each unique market.
- Collaborate across functions with Sales, Product, Marketing, and Support to deliver seamless, customer-led experiences.
- Act as a cultural anchor for our Du - Manager - Account Management EMEATIVE INCJan 2025 - Sep 2025 (9 months)Own €14M ARR across 300 accounts; lead a team of 6 Account Managers across Kosovo, Spain and France
Achieved NRR of 99%
Designed and scaled global churn forecasting model, integrated into board-level revenue reporting
Developed early renewal framework and customer journey mapping to accelerate time-to-upgrade
Established the customer tiering model for EMEA to establish white glove vs PLG set up
Led global health score standardization initiative, partnering with RevOps to align risk signals
Spearheaded new hire onboarding program and data accuracy OKRs to support CS scalability - Manager - Account ManagementPersonioMay 2021 - Jan 2025 (3 years 9 months)- Built the International Account Management Team as first hire, spanning across 5 offices and remote workers
-Responsible for all Net Retention initiatives across our International segments
- Manage a team of 16 AMs across 5 offices and 2 Team Leads (People Manager)
- Responsible for all hiring activities of employees/team leads in my customer segment, ensuring we achieve the hiring plan, anticipating attrition and avoidable/regrettable leavers
- Leading the long term strategy for the team in our International markets
- Member of our Win Europe task force in charge with the strategic direction of the company outside of Germany
- Work cross-functionally with Program Managers, being responsible for leading the v - Senior Customer Success Manager and Team MentorHubSpotJul 2018 - May 2021 (2 years 11 months)- Lead and deliver the training program for new hires to the EMEA Customer Success Team
- Coach new hires on developing the skills they need to succeed within their new roles
- Mentoring new hires for first 3 months on their roles
- Act as point of contact for team questions and role development
- Working with internal escalations
- Work as the supporting point of contact and advocate for high volume of agencies and their channel customers.
-Specialised in working with HubSpot for Startup customers on business consultation
-Independently and successfully manage a high volume of task execution, financial management and issues or escalation cases
-Drive HubSpot product adoption and implementation to - Level 2 Customer Success Manager and Team MentorHubSpotJun 2017 - Jul 2018 (1 year 2 months)- Lead and deliver the training program for new hires to the EMEA Customer Success Team
- Coach new hires on developing the skills they need to succeed within their new roles
-Work as the supporting point of contact and advocate for high volume of agencies and their channel customers.
-Independently and successfully manage a high volume of task execution, financial management and issues or escalation cases
-Drive HubSpot product adoption and implementation to support account retention and renewal
-Ability to prioritize and manage high activity rates with HubSpot partners
-Help drive upgrade revenue from new product feature adoption and expanded usage
-Serve as a highly knowledgeable point of contact for Hu - Customer Success ManagerHubSpotJun 2016 - Jun 2017 (1 year 1 month)Part of the HubSpot Dublin Customer Success Team.
Working and supporting a high volume of agencies and their customers.
Conduct product training, implementation and marketing strategy calls
Developing inbound marketing projects with my customers while assisting them with the execution and implementation of tasks associated with each project.
Responsible for organizing and managing a high volume of customer calls and Salesforce Task.
Maintain a revenue base by partnering with my team to assist with managing account retention, renewal, financial management.
Work with my customers to develop strategies for success and growth
Respond to inbound inquiries and provide customers with the appropriate resources - Senior Support Engineer & Team LeadHubSpotMay 2015 - Jun 2016 (1 year 2 months)- Taking ownership of technical issues, and working with Development group to resolve more advanced issues when necessary
- Resolving escalated customer complaints without the need for team lead intervention
- Documenting troubleshooting and problem resolution steps
- Participation in providing training to customers as required
- Delivering effective technical customer support to a rapidly growing customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies.
- Providing high-quality technical support for the HubSpot software program. - Enterprise Relations ManagerThe National Leprechaun MuseumMar 2013 - May 2015 (2 years 3 months)I was responsible for:
-CRM and social media
-Create and implement campaigns.
-Manage 3rd party resellers.
-Develop and manage X-promotions with other attractions.
-Keep the site and social media platforms up to date.
-Represent the company at business and corporate events.
-Ensure information is distributed in a timely and accurate manner.
-Supervise staff on external promotional activities.
-Source / generate content for social media channels.
-Plan and detail events: Culture Night, Halloween and St. Patrick’s Day.
-Manage the museum's CSR activities.
-Monitor website and social media analytics
-Develop and measure responses to analytics
-Send quarterly ema - Tour GuideThe National Leprechaun MuseumMay 2012 - Jul 2013 (1 year 3 months)I give tours about the history of Irish mythology and folklore. This goes into detail of the many strange and wonderful creatures, warriors and locations featured in our nations stories.
- CClerical OfficerCivil ServiceNov 2010 - May 2012 (1 year 7 months)
- Students' Union PresidentGriffith College DublinAug 2008 - May 2009 (10 months)
Education
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- Bachelor of Arts (B.A, Journalism and Visual MediaGriffith College DublinJan 2005 - Jan 2008 (3 years 1 month)