Customer Success Manager

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

📋 Description

• Take charge of the comprehensive post-sale experience for a global customer portfolio.

• Develop and launch a version 1 onboarding playbook within the initial 30 days.

• Leverage AI to create production Customer Success workflows that integrate ChurnZero, Salesforce, Gong, and product usage telemetry.

• Produce account health summaries and quarterly business review (QBR) drafts through automated workflows.

• Establish and monitor adoption benchmarks, consumption rates, and success metrics specific to each account.

• Highlight at-risk accounts prior to renewal decisions.

• Identify and define the most impactful product-led growth initiative within 60 days.

• Conduct executive business reviews and QBRs with senior representatives at government entities and financial institutions.

• Collaborate with Account Directors on expansion strategies and jointly manage Net Revenue Retention (NRR) targets.

• Create structured pathways to demonstrate value for customers with expiring or at-risk contracts.

• Aggregate adoption obstacles, feature deficiencies, and use-case opportunities into actionable feedback for the Product team.

• Design a scalable Customer Success infrastructure and toolkit.

• Lead customer success efforts across international markets, addressing urgent needs outside standard hours or on weekends as necessary.

⛳️ Requirements

• Experience in cyber or cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance settings.

• Over 5 years of experience as an onboarding engineer, customer success manager, deployment strategist, or in another post-sale position.

• Proven track record of owning NRR, GRR, and expansion metrics.

• Established credibility in the domains of cyber, national security, or financial crime.

• Demonstrated experience in building a Customer Success function, onboarding playbook, or Product-Led Growth (PLG) initiative from the ground up.

• Proficiency in production AI, including the ability to create repeatable workflows that integrate data from various sources into consistent, measurable results.

• Capability to articulate AI workflow data logic and clarify where human judgment plays a role.

• High degree of autonomy and the ability to deliver a version 1 product without complete information.

• Strong executive presence when engaging with senior stakeholders in government and financial institutions.

• Experience in supporting international customers and managing regional, cultural, and time-zone differences.

• Ability to address urgent customer requirements outside standard hours or on weekends as needed.

🏝️ Benefits

• Fully remote work

• Asynchronous communication and collaboration via Slack

• Flexible collaboration across different regions and time zones

• Weekly customer synchronization meetings

• Biweekly health synchronization meetings

• Direct access to leadership

• Significant influence on global customer success

• Competitive benefits, wellness programs, and time off, varying by country and local employment regulations