Customer Success Manager – EMEA

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

📋 Description

• Take a proactive approach in managing and fostering relationships with a portfolio of customers, ensuring high levels of engagement and satisfaction.

• Accountable for addressing and managing the health cases of customers assigned to them.

• Respond to customer inquiries and requests within the Success framework, delivering timely and effective solutions.

• Facilitate enablement sessions, product demonstrations, and escalation calls with customers to promote adoption and tackle challenges.

• Handle customer escalations and work collaboratively across functions to resolve issues and guarantee customer satisfaction.

• Utilize data-driven insights to comprehend customer needs and preferences, advocating for their interests within the organization.

• Identify opportunities for enhancement and scalability in customer success processes, contributing ideas and solutions to improve customer health.

• Lead and engage in cross-functional projects focused on enhancing customer engagement and satisfaction.

• Serve as the primary contact point for internal teams, addressing and prioritizing requests from Sales, Support, and other departments.

• Work closely with the Sales team to ensure customer retention, especially in situations at risk of churn.

• Partner with Treasury on payment collection for customers with overdue payments.

• Collaborate with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform.

• Stay updated on product developments and industry trends, continuously enhancing skills and knowledge to better serve our customers.

⛳️ Requirements

• At least 2 years of experience in a Customer Success, Account Manager, or quota-carrying role, ideally in a SaaS or technology environment.

• Demonstrated success in managing multiple customer relationships and driving customer success initiatives.

• Capability to effectively manage customer expectations and resolve conflicts if they arise.

• Outstanding communication skills, both verbal and written.

• Strong interpersonal abilities to build rapport and trust with customers.

• Analytical mindset with the capability to utilize data for insights and decision-making.

• Experience in cross-functional collaboration, working across departments to achieve shared goals.

• Ability to thrive in a fast-paced, dynamic environment and adapt to shifting priorities.

• Strong organizational skills and keen attention to detail.

• Passion for customer advocacy and a commitment to delivering exceptional service.

• Willingness to continuously learn and upgrade skills to keep pace with product advancements and industry trends.

• Familiarity with Zendesk, Asana, Notion, and Slack is advantageous.

🏝️ Benefits

• Work from anywhere.

• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.

• Mental health support: Access Plumm, our mental well-being service.

• Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide range of options; see the benefits catalogue for ideas.

• Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.

• WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.