Customer Success Manager (Remote, EMEA)

Job summary

The role of Customer Success Manager focuses on managing the post-sale customer journey for small and medium-sized businesses in the EMEA region. This position involves building strong relationships with clients to ensure retention and high-quality service delivery, while also collaborating with Sales to align on customer expectations and monitor account health.

Qualifications

• Proven experience in a Customer Success Manager role.
• Ability to manage a high volume of accounts (50+).
• Strong accountability and autonomy in handling churn mitigation and customer success processes.
• Experience in identifying upselling and cross-selling opportunities.
• Proficient in problem-solving and operational execution.
• Excellent communication skills in English, both written and spoken.

Responsibilities

• Oversee the entire post-sale customer journey from onboarding to partnership.
• Conduct regular operational reviews and educate clients on product functionality.
• Monitor account health to prevent churn and manage escalations.
• Share customer feedback to improve internal processes.
• Collaborate with cross-functional teams to ensure alignment and communication.

Skills

• High adaptability and resilience in a dynamic environment.
• Strong operational rigor and ability to implement structured plans.
• Proficient in using automation and AI tools for efficiency.
• Ability to maintain data hygiene across customer management systems.
• Emotional intelligence to build trust with clients.

Education

• Relevant experience in customer success or related fields.

Tools

• Familiarity with CRM systems and customer management tools.