Customer Success Manager (Remote, EMEA)

Job summary

This role involves acting as a trusted advisor for customers in the SMB sector, ensuring retention and high-quality service delivery throughout the post-sale customer journey. Responsibilities include managing onboarding, conducting operational reviews, and supporting clients with product functionality. The position also requires collaboration with Sales to align on customer expectations and monitor account health.

Qualifications

• Proven experience as a Customer Success Manager.
• Ability to manage a high volume of accounts (50+), maintaining quality and adapting to changes.
• Strong accountability and autonomy in managing churn and success motions.
• Experience in identifying upselling and cross-selling opportunities.
• Proficient in problem-solving and executing structured mitigation plans for churn risks.
• Excellent communication skills for cross-functional collaboration.
• Familiarity with operational innovation and AI tools.
• Strong data management skills across the SMB lifecycle.
• Ability to build trust and demonstrate emotional intelligence with clients.
• Active participation in team culture and knowledge sharing.
• Fluent in written and spoken English.

Responsibilities

• Manage the entire post-sale customer journey.
• Conduct regular operational reviews with clients.
• Educate clients on product features and functionalities.
• Collaborate with Sales to monitor account health and prevent churn.
• Identify and document expansion opportunities during quarterly business reviews.
• Maintain clean data in CRM systems.
• Share customer feedback to improve internal processes.

Skills

• High-volume adaptability and resilience.
• Strong problem-solving capabilities.
• Effective cross-functional communication.
• Leadership and knowledge sharing within the team.

Education

• Relevant experience in customer success or related fields is required.

Tools

• Familiarity with CRM systems and automation tools is preferred.