Manager, Customer Success, EMEA – APAC

📋 Description

• Lead, mentor, and develop a team of 8 Customer Success Managers (CSMs) across the EMEA and APAC regions.

• Establish clear expectations regarding customer portfolio management, quality of customer engagement, adoption planning, risk management, and internal collaboration.

• Provide consistent coaching through one-on-one meetings, account evaluations, call assessments, customer strategy sessions, and performance feedback.

• Assist CSMs in enhancing essential skills such as stakeholder mapping, value realization, success planning, adoption strategies, risk communication, and collaboration with Sales.

• Ensure the consistent execution of the regional Customer Success operating rhythm, including account reviews, risk assessments, customer health checks, renewal readiness inputs, and tracking expansion signals.

• Guarantee the effective and timely utilization of Customer Success systems like Gainsight and Gong to enhance visibility into customer health, engagement levels, risks, and opportunities.

• Leverage data and qualitative insights to identify trends across the region, enhancing team focus, prioritization, and execution.

• Promote the adoption of global Customer Success processes and provide practical feedback on what is effective or requires modification within the EMEA and APAC regions.

• Collaborate closely with Sales leaders to align on customer priorities, risk management strategies, renewal readiness, and expansion signals.

• Ensure that CSMs understand their role in supporting growth by driving adoption, documenting value, cultivating champions, surfacing expansion indicators, and equipping Sales with customer insights.

• Establish and maintain a consistent operational rhythm with Sales partners to enhance account coordination and clarify roles, responsibilities, and next steps.

• Assist in account growth planning for key customers by enabling CSMs to translate adoption, value, risk, and stakeholder insights into actionable recommendations for Sales.

• Coach the team to help customers identify success metrics, increase adoption, realize measurable value, and generate internal advocacy for Mural.

• Evaluate customer health, usage patterns, stakeholder engagement, and risk signals to ensure proactive interventions.

• Support CSMs in managing complex customer situations, including adoption obstacles, changes in stakeholders, low engagement, renewal risks, or ambiguous value realization.

• Engage in customer discussions as necessary to support escalations, reinforce value, or align internal stakeholders.

• Collaborate with Product, Marketing, Solutions Consulting, and Support teams to eliminate barriers, share customer insights, and enhance customer outcomes.

• Represent regional trends and team feedback in Customer Success leadership discussions, including identifying process deficiencies, product issues, enablement needs, and customer trends.

• Facilitate change management for new Customer Success programs, tools, and processes by ensuring clear rollout, adoption, and feedback within the team.

⛳️ Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role, including at least 1 year of people leadership, team leading, mentoring, or coaching experience.

• Strong grasp of Customer Success fundamentals, including adoption, value realization, customer health, risk management, stakeholder engagement, and success planning in a B2B SaaS context (preferably in collaboration, productivity, work management, or horizontal platform software).

• Proven ability to coach CSMs, establish clear expectations, deliver actionable feedback, and foster a culture of accountability and continuous improvement.

• Proficient in utilizing data, systems, and operational rhythms to enhance visibility, prioritization, and execution across a team.

• Experience collaborating closely with Sales, Account Management, or Revenue teams to support retention, identify expansion opportunities, account planning, and align customer value.

• Clear and structured communicator capable of operating across cultures, time zones, and cross-functional teams.

• Exceptional communication skills, comfortable engaging with executive audiences and driving strategic discussions.

• Experience working with customers or teams across EMEA and/or APAC is advantageous.

• Based in the Netherlands or Spain, with a willingness to travel occasionally for team, customer, or company meetings.

🏝️ Benefits

• Equal Opportunity for individuals with disabilities

• Reasonable accommodations for the job application or interview process