Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Establish trusted relationships with customer stakeholders to help them derive ongoing value from 3E solutions.

• Assist customers in navigating product capabilities, provide training, and facilitate the adoption of features and workflows.

• Develop and implement customer success plans while leading proactive outreach efforts.

• Identify opportunities to enhance product usage, engagement, and overall customer value.

• Collaborate with two Account Managers to reinforce relationships, maximize value, and aid in renewal success.

• Track engagement, product usage, and feedback to detect potential risks early.

• Set clear expectations and coordinate solutions prior to any issues escalating.

• Work collaboratively across Customer Success, Onboarding, Support, and Product teams to align resources and ensure follow-through.

• Share customer insights and emerging needs with internal teams.

• Develop expertise in 3E’s Protect and Insight product offerings.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, client services, software training, or a related customer-facing role within a SaaS, technology, information services, or similar field.

• Excellent relationship-building abilities, with the capacity to engage confidently and empathetically with customer stakeholders.

• Proven experience in helping customers learn software, embrace new capabilities, and achieve significant outcomes.

• Strong communication and presentation skills, particularly in conveying complex information in an understandable manner.

• Exceptional organizational skills, with the ability to coordinate meetings, prioritize tasks, and ensure follow-through.

• Confidence in managing difficult conversations and establishing realistic expectations.

• A sense of curiosity and adaptability; a desire to learn about multiple products.

• Proficient in Microsoft 365 applications, including Excel, Outlook, Word, and PowerPoint.

• Willingness to travel 10–20% of the time for customer visits or 3E events.

• Fluency in French or German is preferred.

• Familiarity with customer success metrics such as NRR, product adoption, and customer engagement is preferred.

• Experience with Salesforce, Gong, or similar CRM and customer engagement platforms is preferred.

• Exposure to environmental, regulatory, compliance, chemical, or complex B2B software solutions is preferred.

• Experience supporting mid-market or enterprise customers across various locations is preferred.

• Familiarity with AI-enabled tools is preferred.

🏝️ Benefits

• Fully remote position.

• Opportunity for 10–20% travel.

• Equal opportunity employer.

• Option to opt-out of interview recording; opting out will not affect candidacy.