Customer Success Manager, EMEA

About the role

Join the Mid-Market EMEA team to manage a portfolio of 50 to 60 clients, guiding them from initial onboarding through long-term product adoption. You will act as a strategic advisor, solving complex challenges and driving commercial growth while collaborating with internal technical and product teams.

Key facts

What you'll do

• Manage a portfolio of 50-60 Mid-Market accounts throughout their entire lifecycle.
• Lead onboarding processes, including kickoffs and milestone tracking to ensure early success.
• Develop and execute mutual success plans based on specific client goals.
• Monitor account health to identify risks and adoption trends proactively.
• Partner with Account Management for retention and expansion efforts.
• Coordinate with Engineering, Product, and Technical Support to resolve complex issues.
• Manage escalations from start to finish.
• Advocate for client needs by providing product feedback to internal teams.
• Promote AI adoption and coach clients on utilizing AI-powered features.
• Contribute to internal playbooks, webinars, and team enablement initiatives.

Requirements

• Minimum 2 years of experience as a Customer Success Manager for technical SaaS products.
• Proven ability to communicate effectively with software developers.
• Located in the United Kingdom or Ireland.
• Fluency in French, Russian, or Spanish is highly preferred.
• Strong consultative skills with the ability to provide strategic, opinionated advice.

Nice to have

• Prior experience designing lifecycle messaging campaigns.

Skills & tools

• Proficiency in using AI tools to enhance productivity and client outcomes.
• Ability to analyze business needs and translate them into technical solutions.

Practical notes

• Compensation is $80,000 USD (or local currency equivalent), subject to market adjustment.
• Benefits include 100% coverage for medical, dental, vision, mental health, and supplemental insurance for the employee and their family.
• Includes 16 weeks of paid parental leave and unlimited PTO.
• Provides stipends for remote work, wellness, and professional development.
• The hiring process consists of a 30-minute recruiter call, a 45-minute hiring manager interview, and a 45-minute homework review with the team.
• All final candidates must pass a background check and employment verification.