Customer Success Manager (Remote, EMEA)

Job summary

This role involves managing the post-sale customer journey as a Customer Success Manager within a global team. The position focuses on building strong customer relationships to ensure retention and high-quality service delivery. Responsibilities include onboarding clients, addressing inquiries, collaborating with sales, monitoring account health, and identifying upselling opportunities.

Qualifications

• Proven experience in a Customer Success Manager role.
• Ability to operate autonomously in routine situations and manage internal requests.
• Strong skills in asynchronous communication tools such as Vitally, Zendesk, and Loom.
• Fluent in written and spoken English with excellent communication skills.

Responsibilities

• Manage the entire post-sale customer journey, ensuring a smooth onboarding process.
• Proactively prevent churn and maintain high account retention.
• Collaborate with sales to align customer expectations and manage escalations.
• Implement structured routines to monitor customer health and provide targeted support.
• Utilize automation and AI tools to enhance efficiency in customer communications.

Skills

• Strong relationship-building skills with a focus on customer outcomes.
• Experience with data-driven client management strategies.
• Ability to translate client interactions into actionable requests for internal teams.

Education

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

Tools

• Proficient in Vitally, Zendesk, Loom, and Kissflow.