Manager, Customer Success Managers - EMEA
fingerprint
Mid55 000-98 000 USD
About the position
Lead a team of Customer Success Managers across EMEA and APAC, focusing on coaching and improving processes to enhance customer retention.
Tech stack
- customer-success
- salesforce
- zendesk
- planhat
- google-workspace
- slack
- zoom
Requirements
Required:
- Experience as a Customer Success Manager in B2B SaaS, owning the full customer journey from onboarding to renewal
- 5-8 years of overall Customer Success experience, including at least 1-2 years of experience directly managing a team of CSMs or other customer-facing roles
- Track record of helping a team hit NRR/GRR targets and forecast accurately
- Experience improving CS processes and playbooks that made a measurable difference for your team
Nice to have:
- Experience working with EMEA customers; experience managing across multiple time zones is a plus
- Experience with a Customer Success Platform (e.g., Planhat, Gainsight), Salesforce, and Zendesk
- Comfortable in a fully remote, async-first environment using macOS, Slack, Google Workspace, and Zoom
Responsibilities
- Lead, coach, and develop a team of 4–6 CSMs across EMEA and APAC through consistent 1:1s, team meetings, and clear, timely feedback
- Coach CSMs through complex renewals, churn risks, and expansion conversations, and serve as their first point of escalation
- Monitor account health across the team’s book and act on issues early
- Partner with Sales to help CSMs identify and pursue upsell and cross-sell opportunities