Customer Success Manager (Remote, EMEA)

Job summary

This role involves acting as a trusted advisor for customers, managing the post-sale journey from onboarding to partnership, and ensuring high-quality service delivery. The position focuses on building strong relationships to enhance customer retention and identify upselling opportunities.

Qualifications

• Proven experience in a Customer Success Manager role.
• Ability to operate autonomously in routine situations and manage client interactions effectively.
• Strong written and spoken English communication skills.

Responsibilities

• Manage the entire post-sale customer journey, educating clients on product functionality.
• Collaborate with Sales to align on customer expectations and monitor account health.
• Proactively prevent churn and manage escalations.
• Implement structured routines to monitor customer health using Vitally.
• Utilize automation and AI tools to enhance operational efficiency.

Skills

• Proficient in using asynchronous communication tools (e.g., Vitally, Zendesk, Loom).
• Strong focus on customer outcomes, retention, and growth.
• Ability to translate client interactions into actionable requests for internal teams.

Education

• Not specified.

Tools

• Vitally, Zendesk, Loom, Kissflow.