Customer Success Manager

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

📋 Description

• Manage an entire portfolio of EMEA accounts from start to finish, ensuring an excellent customer experience as we grow.

• Oversee EMEA accounts from initial engagement to renewal, nurturing relationships at every interaction.

• Develop and maintain comprehensive account plans that include well-documented baselines and success metrics for each client.

• Conduct Quarterly Business Reviews (QBRs) and Return on Investment (ROI) assessments that translate platform utilization into meaningful outcomes for our clients.

• Work closely with the Support team to swiftly resolve issues and maintain customer health scores.

• Lead our new EMEA pilot initiatives from inception and transform them into lasting customer relationships.

• Direct the onboarding process for pilots in new EMEA regions (including Greece, the Nordics, and others) right from the go-live date.

• Manage the transition from pilot to full deployment, identifying opportunities for expansion and securing them commercially.

• Collaborate with our Analytics team to convert raw usage data into polished narratives and presentations for clients.

• Travel for client meetings throughout the EMEA region.

• Contribute to shaping Customer Success practices at Tilla as we develop into a regional team.

• Set the standard for Customer Success operations in EMEA, using your account plans, QBRs, and post-mortems as a benchmark for others.

• Participate in process improvement initiatives that enable the Customer Success function to scale alongside the portfolio.

• Monitor and report on account performance with a commercial perspective, highlighting opportunities for upselling and expansion.

• Evolve into a senior member of the team, with the potential to step into a regional Customer Success leadership role for EMEA as the opportunity arises.

⛳️ Requirements

• Minimum of 4 years of experience in a Customer Success Manager (CSM) or account management role within a B2B SaaS or technology startup, preferably with exposure to maritime, logistics, or other complex operational sectors.

• Proven ability to manage customer relationships from onboarding through QBRs, ROI assessments, and renewals.

• Experience in leading new customer onboarding or pilot programs, including promoting adoption and transitioning pilots to full deployment.

• Proficient in utilizing data to craft client-facing narratives — translating analytical results into stories and presentations for non-technical audiences.

• Strong commercial instincts for discussing upsell and expansion opportunities as part of Customer Success (sales experience is not necessary, but comfort with commercial discussions is essential).

• Ability to manage customer relationships and operations effectively at scale — handling multiple accounts without oversight.

• Clear and structured communication skills with both operational and non-technical stakeholders.

• Experience in cross-functional collaboration with Support, Analytics, Product teams, and others.

• High energy combined with the process discipline necessary to keep a growing portfolio in excellent condition — genuinely engaging with customers, enjoyable to collaborate with, and reliable.

• Familiarity with or interest in early-stage or growth-stage startups — aligning with Tilla's speed and mindset is crucial.

• Proficiency in English.

• Additional European languages (especially Greek) are advantageous.

🏝️ Benefits

• Address a distinctive industry challenge that has a global impact.

• Join an international, mission-driven, supportive, and enjoyable team.

• Perform at your best with access to cutting-edge AI tools for all team members.

• Receive support and funding for your professional learning and development.