Senior Regional Customer Success Manager, EMEA

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

📋 Description

• Facilitate regular global account meetings to enhance and synchronize customer strategies.

• Collaborate with the US Customer Success Lead to maintain a consistent and unified approach across various regions.

• Advocate for and promote engagement with mental wellness initiatives.

• Act as the primary contact for global product updates and forthcoming developments.

• Serve as an approachable local contact to promptly address escalations and urgent issues.

• Possess a deep understanding of diverse cultural nuances that affect client interactions globally.

• Provide local implementation support in collaboration with the US-based implementation team.

• Assist clients in comprehending available training topics and their significance to specific needs, while also conducting Benefit Overview sessions that deliver a thorough overview of SH’s mental wellness benefits.

• Lead and support global QBRs/ABRs and assist with day-to-day reporting requests for international customers.

⛳️ Requirements

• Over 7 years of experience in Customer Success or Account Management.

• Proficiency in English is essential for this position.

• The ability to communicate in additional languages is a significant advantage.

• Responsible for managing a portfolio of over 30 customers across various segments, with the capability to engage with customer leadership teams.

• A strong passion for customer success and a proactive mindset in addressing customer challenges.

• Capacity to cultivate robust relationships and act as a trusted advisor to clients.

• Excellent problem-solving abilities with the capacity to analyze customer data and derive actionable insights.

• Ability to align customer objectives with the company’s offerings.

• Outstanding verbal and written communication skills to effectively engage with customers.

• Self-motivated individual with a tendency to take initiative and full ownership of customer relationships.

• Proactively identify potential risks, resolve issues, and drive initiatives for customer success.

• Commitment to achieving high metrics in customer retention, adoption, and growth.

• Comfortable working with targets related to renewals, upsells, and customer satisfaction.

• Ability to quickly understand and master the company’s products and services.

• Familiarity with SaaS, B2B customer success, CRM tools (e.g., Salesforce, Gainsight), or relevant industry experience is a plus.

• Adaptable to a fast-paced, dynamic environment and open to change.

• Eagerness to continuously learn and enhance customer engagement strategies.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career growth.

• Flexible work arrangements to promote work-life balance.

• Collaborative and inclusive company culture.